Application support ASUP

Delivering management, technical and administrative services to support and maintain live applications.

Revision notes

Updates for SFIA 9

Theme(s) influencing the updates for this skill: Support for cyber security working practices (both specialised and general).
You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
Previous SFIA assessments or skills mapping are not impacted by this change.

Guidance notes

Activities may include, but are not limited to:

investigating and resolving issues
implementing working practices to support iterative/agile development and/or cloud-based applications
monitoring performance and maintaining the security of applications
providing guidance or training to users, including enhanced levels of support following new/updated software releases
devising permanent or temporary corrections, workarounds for faults, and applying patches when necessary
adhering to established safety, security and quality standards
capturing user feedback for subsequent analysis to inform future application development
implementing general or site-specific modifications
updating documentation
maintaining application data
defining enhancements.

Support typically involves close collaboration with application developers and other specialist areas. Application maintenance and support services may be delivered directly to users of the systems or to service delivery functions.

Understanding the responsibility levels of this skill

Where lower levels are not defined...

Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.

Where higher levels are not defined...

Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

Learning key concepts and principles related to this skill and its impact on your role
Performing related skills (see the related SFIA skills)
Supporting others who are performing higher level tasks and activities

Where higher levels are not defined...

You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Click to learn why SFIA skills are not defined at all 7 levels.

Show/hide extra descriptions and levels.

Levels of responsibility for this skill

Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Application support: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Assists with specified maintenance procedures.

Assists in the investigation and resolution of issues relating to applications.

Application support: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Follows agreed procedures to identify and resolve issues with applications.

Uses application management software and tools to collect agreed performance statistics.

Carries out agreed applications maintenance tasks.

Application support: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Maintains application support processes and checks that all requests for support are dealt with according to agreed procedures.

Uses application management software and tools to investigate issues, collect performance statistics and create reports.

Application support: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Ensures all requests for support are dealt with according to set standards and procedures.

Drafts and maintains procedures and documentation for applications support, incorporating security considerations.

Manages application enhancements to improve business performance.

Advises on application security, licensing, upgrades, backups and disaster recovery needs.

Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, promotes organisational collaboration, and accepts accountability in key areas.

Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.

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