Applications Support Analyst

About Prudential

Prudential’s aim is to be there for every life and to help safeguard every future. That purpose shapes a workplace where inclusion is expected, diversity is valued, and people are given the space to do their best work and contribute meaningfully to the business. The company also supports career growth and encourages employees to Connect, Grow, and Succeed.

Role Overview

The Applications Support Analyst provides first- and second-line technical support for both newly introduced and established business systems. This covers internally managed platforms as well as applications supported by external vendors. The position is focused on resolving incidents, service requests, and system issues quickly and effectively to reduce disruption to the business. The role works closely with end users, internal IT colleagues, and third-party suppliers to keep applications available, investigate faults, monitor performance, and drive ongoing service improvements.

Business Details

Business Unit: Prudential Life Assurance Zambia (PLAZ)

Business Function: Information Technology (IT)

Grade: 6

Reports To: Manager – IT Service Delivery & Infrastructure

Location: Lusaka, Zambia

Key Responsibilities

• Investigate and resolve application incidents through detailed technical analysis, including log review, database queries, and code-level troubleshooting.
• Identify and correct defects in application code, scripts, or configuration settings where needed.
• Maintain a strong first-contact resolution rate and avoid unnecessary escalation wherever possible.
• Record technical root causes, fixes, and long-term corrective actions clearly and thoroughly.
• Deliver minor enhancements, bug fixes, and patches for business applications.
• Maintain application code, scripts, APIs, and integrations to support stability and performance.
• Improve application efficiency through code tuning and performance optimisation.
• Carry out updates under version control, with proper testing and rollback planning.
• Run SQL queries, perform data corrections, and validate data to resolve issues and protect data integrity.
• Support and troubleshoot integrations such as APIs, middleware, batch processes, and ETL jobs.
• Resolve interface failures while limiting data loss and business interruption.
• Document data structures, integration pathways, and error-handling steps.
• Take part in deployments, CI/CD activities, and release management processes.
• Help implement application changes, upgrades, and patches with minimal post-release issues.
• Automate repetitive support activities through scripts, tools, or workflow-based solutions.
• Contribute to service improvement initiatives that lower incident volumes and strengthen reliability.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• 2 to 4 years of experience in application support, service desk, or IT systems support.
• Background supporting enterprise or core business platforms such as insurance systems, fintech applications, ERP, or CRM solutions.
• Working understanding of incident, problem, and change management practices.
• Ability to work with SQL queries, system integrations, application monitoring tools, or ticketing systems is an advantage.
• Hands-on knowledge of at least one programming language such as Java, C#, Python, or JavaScript.
• Experience with APIs, REST services, and systems integration.
• Exposure to DevOps tools, CI/CD pipelines, or release management is beneficial.
• Strong analytical, diagnostic, and problem-solving ability.
• Good communication and interpersonal skills for user support and teamwork.
• High attention to detail and a strong focus on quality.
• Ability to handle multiple priorities in a fast-moving environment.
• Comfort with general administrative work such as documentation and user coordination.
• Willingness to keep learning and adapt to new technologies.

Equal Opportunity Statement

Prudential is an equal opportunity employer. Opportunities and benefits are provided fairly to all applicants and employees regardless of sex, race, age, ethnic origin, educational background, social or cultural background, marital status, pregnancy or maternity, religion or belief, disability, part-time or fixed-term status, or any other legally protected status. The organisation also supports reasonable adjustments for people with physical or mental health requirements.