Background

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The Applications Support Analyst is responsible for providing effective 1st line and 2nd line technical support for both new and existing business systems, including internally managed and vendor-supported applications. The role ensures that application-related incidents, service requests, and system issues are resolved in a timely and efficient manner to minimize business disruption. The incumbent will work closely with end users, internal IT teams, and third-party vendors to support system availability, troubleshoot issues, monitor application performance, and contribute to continuous service improvement

Business Unit:

Prudential Life Assurance Zambia (PLAZ)

Business Function:

Information Technology (IT)

Grade:

6

Job Title:

Applications Support Analyst

Reports to:

Manager – IT Service Delivery & Infrastructure

Location:

Lusaka, Zambia

Job Purpose & Scope:

The Applications Support Analyst is responsible for providing effective 1st line and 2nd line technical support for both new and existing business systems, including internally managed and vendor-supported applications. The role ensures that application-related incidents, service requests, and system issues are resolved in a timely and efficient manner to minimize business disruption. The incumbent will work closely with end users, internal IT teams, and third-party vendors to support system availability, troubleshoot issues, monitor application performance, and contribute to continuous service improvement. Principle Accountabilities and Responsibilities for this role include (but not limited to):

1. Incident Management, Troubleshooting & Code-Level Support

• Resolution of application incidents through deep technical troubleshooting, including logs, database queries, and code-level analysis
• Identification and fixing of defects in application code, scripts, or configurations where applicable
• High first-resolution rate for incidents without unnecessary escalation
• Well-documented technical root causes, fixes, and permanent solutions

2. Application Support, Maintenance & Enhancements

• Development and deployment of minor application enhancements, bug fixes, and patches
• Maintenance of application codebase, scripts, APIs, and integrations to ensure stability and performance
• Improved application performance through code optimization and tuning
• Version-controlled updates with proper testing and rollback mechanisms

3. Database & Integration Support

• Execution of SQL queries, data fixes, and data validation to resolve incidents and ensure data integrity
• Troubleshooting of system integrations (APIs, middleware, batch jobs, ETL processes)
• Resolution of interface failures with minimal data loss or business disruption
• Documentation of data structures, integration flows, and error-handling procedures

4. DevOps, Change Implementation & Continuous Improvement

• Active participation in system deployments, CI/CD pipelines, and release management processes
• Successful implementation of application changes, upgrades, and patches with minimal incidents post-release
• Automation of repetitive support tasks using scripts, tools, or workflows
• Continuous improvement initiatives that reduce incidents and enhance system reliability

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum of 2–4 years’ experience in application support, service desk, or IT systems support roles.
• Experience supporting enterprise/core business systems (insurance, fintech, ERP, CRM, etc.)
• Working knowledge of incident management, problem management, and change management processes.
• Familiarity with SQL queries, system integrations, application monitoring tools, or ticketing systems will be an added advantage.
• Working knowledge of at least one programming language (e.g., Java, C#, Python, JavaScript)
• Experience with APIs, REST services, and system integrations
• Exposure to DevOps tools, CI/CD pipelines, or release management processes

Key Competencies & Behavioural Attributes

• Excellent analytical, diagnostic, and problem-solving skills.
• Strong communication and interpersonal skills, especially in user support and team collaboration.
• High attention to detail and commitment to quality.
• Ability to multitask and manage shifting priorities in a dynamic environment.
• Capable of performing general administrative tasks (e.g., documentation, user engagement).
• Willingness to continuously learn and adapt to new technologies.

• Resolution of application incidents through deep technical troubleshooting, including logs, database queries, and code-level analysis
• Identification and fixing of defects in application code, scripts, or configurations where applicable
• High first-resolution rate for incidents without unnecessary escalation
• Well-documented technical root causes, fixes, and permanent solutions
• Development and deployment of minor application enhancements, bug fixes, and patches
• Maintenance of application codebase, scripts, APIs, and integrations to ensure stability and performance
• Improved application performance through code optimization and tuning
• Version-controlled updates with proper testing and rollback mechanisms
• Execution of SQL queries, data fixes, and data validation to resolve incidents and ensure data integrity
• Troubleshooting of system integrations (APIs, middleware, batch jobs, ETL processes)
• Resolution of interface failures with minimal data loss or business disruption
• Documentation of data structures, integration flows, and error-handling procedures
• Active participation in system deployments, CI/CD pipelines, and release management processes
• Successful implementation of application changes, upgrades, and patches with minimal incidents post-release
• Automation of repetitive support tasks using scripts, tools, or workflows
• Continuous improvement initiatives that reduce incidents and enhance system reliability

• SQL queries
• System integrations
• Application monitoring tools
• Ticketing systems
• Programming language (e.g., Java, C#, Python, JavaScript)
• APIs, REST services
• DevOps tools, CI/CD pipelines, release management processes
• Analytical, diagnostic, and problem-solving skills
• Communication and interpersonal skills
• Attention to detail
• Multitasking
• General administrative tasks
• Adaptability to new technologies

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum of 2–4 years’ experience in application support, service desk, or IT systems support roles.
• Experience supporting enterprise/core business systems (insurance, fintech, ERP, CRM, etc.)
• Working knowledge of incident management, problem management, and change management processes.
• Familiarity with SQL queries, system integrations, application monitoring tools, or ticketing systems will be an added advantage.
• Working knowledge of at least one programming language (e.g., Java, C#, Python, JavaScript)
• Experience with APIs, REST services, and system integrations
• Exposure to DevOps tools, CI/CD pipelines, or release management processes