IT Support Analyst - 2nd Line Application Support

About the role

Rotork, a global flow control and instrumentation company, is hiring an IT Support Analyst in Gimpo-si. The role covers 2nd line application support: resolving escalated incidents and those raised directly into the 2nd line queue, acting as a bridge between technical teams and business users, and contributing to continuous improvement through Problem Management and ITIL best practices.

Key responsibilities

• Respond promptly to application incidents reported via the Service Desk or monitoring systems.
• Diagnose, troubleshoot and resolve application issues following agreed procedures.
• Escalate complex or unresolved incidents to the right teams or vendors within SLAs.
• Implement and manage application updates, applying security updates promptly.
• Guide end users and keep them informed of ticket status, keeping accurate ticket records.
• Review operational checks such as batch jobs regularly.
• Support root cause analysis and problem management to prevent recurring issues.
• May develop skills in other Service Delivery areas and occasionally perform Service Desk duties.

Required profile

• Proven experience as an IT Support Analyst, preferably in a medium to large organisation.
• Good understanding of priorities versus business impact and incident resolution within SLAs.
• Documentation skills for creating runbooks and knowledge articles from scratch.
• Organised, able to multi-task and stay calm under pressure, with good communication at all levels.

Required skills

• ITIL framework and ITSM best practices.
• Desirable: Microsoft Dynamics 365 expertise with relevant certifications (Fundamentals CRM, ERP) and Power Platform.
• Desirable: ITIL Foundation or higher certification.
• Experience with diverse technology stacks, including legacy and modern platforms.