Application Support

• Pilot & after Go-live Support: ensure familiarity with Pilot functionalities and processes, enabling effective guidance and resolution.
  
• Delivering timely assistance to end-users, addressing questions, incidents, and any other service related inquiries.
  
• Implement procedures for rapid incident identification and resolution, minimizing disruption to Pilot operations.
  
• Performing fast paced and critical analysis on reported issues.
  
• Collaborate with Change Management, Communications, and Knowledge teams to capture user input systematically, integrating findings into project refinements and enhancements.
  
• Troubleshooting and resolving issues, reported by clients/handling incidents with complete issue information/analysis to other teams.
  
• Providing guidance and assistance to clients with the use of the applications.
  
• Escalating complex issues to higher-level support teams as needed.
  
• Documenting and tracking support activities and resolutions, building up use-cases databases.
  
• Identifying and recommending improvements to support processes and workflows.
  

Requirements

• Senior Level - English fluent with advanced writing skills
  
• Senior Level - 5 years working experience with application support (pref. international teams)
  
• Senior Level - Incident management tools (e.g. Servicenow)
  
• Senior Level - Experience in Knowledge management & documentation tools (sharepoint, wiki).
  
• Senior Level - 1st and/or 2nd line support experience & coordination with other teams.
  
• Senior Level - Microsoft Excel & Office (strong Excel & Powerpoint skills).
  
• Mid-Level - ITIL Foundations certification / knowledge.
  
• Junior Level - Experience in Cybersecurity platforms & vulnerability handling guidelines.
  
• Senior Level - Being proactive & communicative.
  
• Mid-Level - Team player, willing to learn and adopt new skills, with critical thinking