IT Functional Support Specialist

--- base: meta-keywords: meta-viewport: width=device-width, title: IT Functional Support Specialist --- IT Functional Support Specialist =================================== VITOGAZ Switzerland AG is the leading Swiss supplier of liquefied gas. A subsidiary of the international listed group Rubis, the company guarantees a reliable and safe supply throughout Switzerland every day thanks to more than 150 employees and its own fleet, while developing energy transition consulting activities. 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 the use of IT tools, ensure the qualification and follow-up of their requests, and contribute to their resolution. You also participate in the structuring of IT support, the development of user autonomy, and the continuous improvement of IT applications and services. Your missions: * Provide N1 and N2 functional support on business applications (ERP, CRM and other internal tools), as well as N1 support on the working environment * Process, diagnose, qualify, and follow up on incidents and requests via the ITSM tool, then ensure their documented escalation to IT teams or specialized service providers when necessary * Ensure ticket follow-up with application providers until the functional validation of their resolution * Develop and maintain the IT knowledge base, identify recurring requests, and propose improvements promoting self-service and user autonomy * Train new employees and support users on a daily basis; design necessary training materials, tutorials, and documentation * Participate in application projects: user acceptance testing (UAT), functional testing, anomaly tracking, deployments, and change management support * Contribute to the structuring and continuous improvement of IT support: organization of ticket flows, SLA monitoring, and trend analysis * Participate in the IT Change Advisory Board by preparing meetings, writing minutes, and ensuring the follow-up of decisions and actions * Act as the link for business needs to the IT team and collaborate with power users, different IT skills, and external providers Your qualifications: * Training in computer science, business informatics, or equivalent experience in IT or functional support * Experience in application, functional, or user support * Good understanding of business processes and management applications (ERP, CRM, or equivalent) * Mastery of an ITSM tool and good understanding of incident management and knowledge bases * Excellent analytical, communication, writing, and teaching skills * Sense of service, rigor, autonomy, and user orientation * Excellent command of French and German Assets: * Knowledge of Microsoft Dynamics 365 Business Central, Microsoft Dynamics CRM, and Freshdesk * Experience in creating knowledge bases, tutorials, and user documentation * Experience in training, change management, and self-service development Vitogaz Switzerland AG * Vitogaz Switzerland AG A Bugeon 2087 Cornaux NE * [ ](< >) jpid5f9890bjm jpit0938jm jpiy26jm