IT AIT Application Support Analyst

For over 30 years, APRIL International has beenspecializing in international health insurance solutions. We design,distribute, and manage insurance plans and assistance services for individualsand businesses. With teams across Asia, Europe, and the Americas, we ensure ourmembers have access to the best care, wherever they are.

As part of the APRIL Group, an insurancespecialist with 2,300 staff across 16 countries, we are committed to deliveringhigh-quality services and innovative solutions.

To support our growth and service expansion, we arecurrently seeking an IT Application Support Analyst.

Position Overview

The IT Application Support Analyst is responsible forensuring the availability, functionality, and optimal performance of businessapplications. This role involves providing Level 1 and Level 2 support,troubleshooting application issues, performing system health checks, andworking with various teams to enhance application performance. The objective isto guarantee the best user experience and perceived value of our applications.

KeyResponsibilities

• Provide Level 1 and Level 2 application support to business teams and end-users.
• Identify, analyze, and resolve incidents.
• Escalate unresolved issues to the appropriate internal or external teams.
• Ensure timely resolution of incidents.
• Perform routine system health checks and monitor application performance.
• Conduct testing of new features and bug fixes in collaboration with the development teams.
• Maintain and update documentation, technical procedures, and knowledge base.
• Define, modify, and generate KPIs on incidents and resolution times, sharing insights with business teams and management.
• Manage backlog for escalated incidents and work on continuous improvement initiatives.
• Organize and lead incident crisis management when necessary.
• Identify and implement improvement plans for recurring incidents.
• Actively contribute to an agile, digital-first, and omnichannel transformation strategy.

• Bachelor’s degree (Bac+3 minimum) in Computer Science, Information Technology, or a related field.
• 1-2 years of experience in IT support, focusing on end-user support and application troubleshooting.
• Strong understanding of SQL queries, Postman, Excel, and Jira HelpDesk.
• Familiarity with scripting and automation tools such as PowerShell, Python, Power Automate is a plus.
• Knowledge of Java, HTML, JavaScript, and PLSQL is an advantage.
• Ability to read and analyze application log files.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent interpersonal and communication skills, with the ability to interact effectively with different stakeholders.
• Strong sense of responsibility, teamwork, and adaptability.
• Fluent in French; proficiency in English is a must have.

Why Join Us?

At APRIL, we offer:

• A dynamic and evolving environment at the intersection of innovation and customer experience.
• The opportunity to contribute to a responsible company committed to societal impact in health, education, and environmental sustainability.
• A supportive and inclusive workplace that values diversity and differences.
• A structured onboarding and integration program to ensure your success in the role.

If you are passionate about IT application support andwant to be part of a team that drives digital transformation and customerexcellence, we would love to hear from you!

• capacité d'analyse
• curiosité
• rigueur
• capacité de synthèse
• intelligence des situations
• capacité d’organisation et de planification
• orientation client
• écoute bienveillante et soutenante
• communication orale et écrite
• orientation résultats
• SQL
• Connaissances informatiques
• Technique de test des solutions
• Outils de tests