Senior Application Support Engineer

Codeninja

We are seeking a Senior Application Support Engineer to join our client s IT Department in Riyadh.
This role is responsible for maintaining, troubleshooting, and optimizing the organization s core enterprise applications including CRM, ERP, ITSM, SCF Platform, and risk systems.

The ideal candidate will combine strong technical troubleshooting expertise with a solid understanding of governance, compliance (SAMA, PDPL), and cross-functional collaboration. You will ensure business continuity, performance optimization, and secure operations in a regulated environment.

Key Responsibilities Policies, Processes & Continuous Improvement

• Execute tasks in alignment with established IT policies, procedures, and standards.
• Identify and implement continuous improvement initiatives to enhance productivity and reduce costs.
• Document processes and conduct knowledge transfer for operational consistency.
• Follow up on escalated incidents to ensure timely resolution and communication.

Application Support & Optimization

• Provide Tier 2 and Tier 3 support for CRM, ERP, ITSM, and SCF applications.
• Diagnose, troubleshoot, and resolve both functional and technical issues.
• Conduct system performance analysis and implement optimizations.
• Manage updates, patches, and upgrades, ensuring minimal downtime.

System Monitoring & Governance

• Establish and maintain system monitoring with defined thresholds and alerts.
• Govern vendor SLAs and internal performance indicators (KRIs).
• Oversee problem, capacity, availability, and demand management processes.

Risk, Compliance & Audit

• Support risk management systems and ensure regulatory compliance (SAMA, PDPL).
• Conduct system audits and vulnerability assessments for security and compliance.
• Implement and monitor internal controls to meet audit requirements.

ITSM & Process Management

• Oversee incident, problem, and change management processes within ITSM.
• Maintain and update the CMDB (Configuration Management Database).
• Develop workflow automations and process improvements through CRM and ERP modules.

Collaboration & Stakeholder Alignment

• Collaborate with Finance, Operations, and Credit teams to align business workflows.
• Manage integration projects with external platforms (e.g., credit risk, financial systems).
• Serve as the liaison between business stakeholders and technical teams, ensuring clarity and alignment.

Qualifications & Experience

• Bachelor s degree in Computer Science, Information Technology, or related field.
• 5 6 years of experience in application support or IT operations, preferably in banking or financial sectors.
• Hands-on experience with CRM, ERP, and ITSM platforms.
• Familiarity with SAMA, PDPL, and other compliance frameworks.
• Strong grasp of incident, problem, and change management principles.
• Experience with monitoring tools, capacity planning, and vendor SLA management.
• Excellent analytical, troubleshooting, and communication skills.

Preferred Skills

• Experience with automation tools and workflow design.
• Knowledge of SQL, API integrations, and system performance tuning.
• Exposure to cloud environments (Azure / AWS) and DevOps practices.
• Strong interpersonal and coordination skills to manage cross-functional stakeholders and vendors.