IT Functional Support Specialist

As an IT Functional Support Specialist, you are the preferred point of contact for users for support requests related to business applications. You support employees in using IT tools, take on the qualification and tracking of their requests, and contribute to their resolution. Furthermore, you participate in the building and structuring of IT support, the promotion of user autonomy, and the continuous improvement of IT applications and services.

IT Functional Support Specialist

Your tasks

• Ensuring functional support at 1st and 2nd level for business applications (ERP, CRM and other internal tools) as well as 1st-level support for the workstation environment
• Processing, diagnosing, qualifying and tracking incidents and requests via the ITSM tool as well as their documented escalation to the responsible IT teams or specialized external service providers, if required
• Tracking tickets with application providers until the functional confirmation of the problem resolution
• Building and maintaining the IT knowledge base, identifying recurring requests as well as proposing improvements to promote self-service and user autonomy
• Training new employees and supporting users in their daily work; creating the necessary training materials, instructions and documentation
• Participating in application projects: User Acceptance Tests (UAT), functional acceptance, error tracking, rollouts and supporting change processes
• Participating in the structuring and continuous improvement of IT support: organization of ticket flows, monitoring of SLAs and analysis of trends
• Participation in the IT Change Advisory Board (CAB), including preparation of meetings, creation of minutes as well as tracking of decisions and measures taken
• Mediating the requirements of the specialist departments to the IT team as well as collaborating with power users, various IT specialist departments and external service providers

Your profile

• Education in the field of computer science, business informatics or equivalent professional experience in IT or functional support
• Experience in application support, functional support or user support
• Good knowledge of business processes and business applications (ERP, CRM or comparable systems)
• Good knowledge of an ITSM tool as well as understanding of incident management and knowledge bases
• Strong analytical, communicative and written skills as well as pedagogical skill
• Strong service orientation, diligence, independence and user orientation
• Very good French and German skills

Advantageous

• Knowledge of Microsoft Dynamics 365 Business Central, Microsoft Dynamics CRM and Freshdesk
• Experience in building and maintaining knowledge bases as well as in creating instructions and user documentation
• Experience in training, change management and the development of self-service solutions