Application Support Analyst I

The BVI Financial Services Commission (“the Commission”) is seeking a highly motivated professional to join its Information Technology Unit (“IT”) in the role of Application Support Analyst I . The successful candidate will support the Unit in ensuring the effective operation, maintenance, and support of the Commission’s business applications and related systems. Applicants should be independently motivated and able to work within a diverse team. Candidates must adhere to the Commission’s service standards and confidentiality requirements, demonstrate strong analytical and problem-solving skills, and effectively manage competing priorities with a high level of accuracy and attention to detail.

The Application Support Analyst I is the first level in the Commission’s three-level application support series and is responsible for providing day-to-day operational support for business applications, related integrations, and end-user services. The role performs application support, testing, documentation, and coordination activities while supporting the delivery of reliable application services.

Duties and Responsibilities:

Strategy & Planning

Assist with gathering end-user feedback, identifying recurring support issues and contributing to support process improvements for assigned applications.

Maintain application inventory information, support procedures, service catalogue entries and knowledge resources for assigned applications.

Support the Application Support Manager with routine research, planning inputs and operational updates to improve the Commission’s use of business applications and related services.

Contribute to trend tracking and basic root-cause documentation for recurring incidents, defects and service requests.

Acquisition & Deployment

Assist with research into software applications, upgrades, renewals and support services to support implementation and purchasing decisions.

Document findings, testing observations and support considerations for review by the Application Support Manager.

Participate in functional, regression and user acceptance testing for new or changed applications, interfaces, reports and workflows.

Support change and release activities by preparing draft communications, updating implementation records and completing post-deployment validation tasks.

Application & Project Support

Provide day-to-day administration and support for in-house and third-party business applications, including approved configuration updates, user access provisioning and authorised data corrections within established procedures.

Resolve routine incidents and service requests under general supervision, escalating moderately complex, high-risk or business-critical matters promptly.

Support application projects and upgrades by maintaining issue logs, action items, meeting notes, testing records and other project documentation.

Liaise with vendors and external service providers to log tickets, track updates, validate fixes and support timely issue resolution.

Work collaboratively with the Applications Development team and other technical teams to reproduce defects, capture logs and screenshots, and assist with testing of remediations in test and production environments.

Operational Management

Field incoming problem tickets and service requests from end users to resolve application and software issues across servers, databases, integrations and other mission-critical systems.

Document all relevant end-user and issue information accurately, including business impact, urgency, actions taken and outcomes.

Prioritise assigned work in line with service targets, business priorities, and change control requirements, while keeping users and stakeholders appropriately informed.

Perform routine application monitoring to verify the integrity, availability and proper operation of applications, integrations, scheduled jobs and related sub-systems; investigate alerts and escalate where required.

Record, track and document the problem-solving process through to resolution and perform follow-up with end users to confirm that issues have been addressed.

Training & Knowledge Management

Assist with assessing training needs and support the design and delivery of application training, quick reference materials and end-user procedures.

Create, update and publish knowledge-base d articles, FAQs and troubleshooting guides to improve user self-service and team knowledge sharing.

Participate in knowledge transfer activities and apply feedback from senior team members to strengthen support capability.

Documentation & Reporting

Prepare and maintain operational procedures, configuration notes, support records and testing evidence for assigned applications and releases.

Maintain issue lists, action logs and basic support metrics; provide updates to the Application Development Manager on assigned incidents, requests and support activities.

Support audit, compliance and records management requirements by maintaining accurate documentation, change records and evidence of completed work.

Qualifications

Minimum qualification for the role:

A Bachelor’s degree in Information Technology , Information Systems, Computer Science, Software Engineering or a related area; or

An Associate degree in Information Technology, Computer Science or a related area with a minimum of two (2) years’ relevant experience in enterprise application support, service desk support, business systems support, software testing or a related IT support environment.

Knowledge and Experience Required:

Working knowledge of enterprise and desktop applications, including Microsoft 365, Microsoft Windows/Windows Server and Microsoft SQL Server, together with the ability to learn the Commission’s supported application environment.

Foundational knowledge of troubleshooting principles, methodologies and issue resolution techniques in a production or service environment.

Basic understanding of application lifecycle concepts, including requirements, testing, user acceptance testing, change control and release processes.

Ability to perform assigned duties under general supervision, follow documented procedures, escalate issues appropriately and manage routine priorities effectively.

Ability to develop and interpret technical documentation for support procedures, end-user guidance and training materials.

Experience using ticketing, issue tracking, knowledge base or other support documentation tools is an asset.

Experience writing and/or running basic queries against a Microsoft SQL database is an asset.

A good understanding of confidentiality, customer service and professional conduct within a regulated environment.

Competencies:

The following competencies are required:

Professionalism – complies with the Commission’s code of conduct, acts with integrity and shows respect.

Quality of Work – consistently produces work that is accurate , timely , relevant and aligned with the Commission’s policies, procedures and best practices.

Communication – communicates clearly and professionally, both orally and in writing, with colleagues, end users and other stakeholders.

Team Success – is a cooperative, helpful and constructive member of the team who is willing to learn, share information and support team objectives .

Time Management – plans, coordinates and prioritises work effectively to meet deadlines and service expectations.

Customer Excellence – builds positive working relationships by understanding needs and responding in a timely , professional and courteous manner.

Learning Agility – develops knowledge continuously, applies feedback and adapts to new tools, processes and technologies.

Analytical Thinking – gathers relevant information, follows logical troubleshooting steps and recognises when escalation is required .

Continuous Improvement – identifies opportunities to improve processes, docum