IT Functional Support Specialist

VITOGAZ Switzerland AG is the leading Swiss provider of liquefied gas. A subsidiary of the international publicly traded Rubis group, 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 using 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:

• Ensure 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 incidents and requests via the ITSM tool, then ensure their documented escalation to IT teams or specialized service providers when necessary
• Ensure the follow-up of tickets 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 acceptance, anomaly tracking, deployments and change management
• 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, various IT skills and external service 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)
• Proficiency with an ITSM tool and good understanding of incident management and knowledge bases
• Excellent analytical, communication, writing and pedagogical 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

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