Application Support Analyst, SAP CRM

3 weeks ago

PasigCity, Philippines Grundfos Full time

The Application Support Analyst provides professional and global IT support to end users of Grundfos IS business solutions and services (solutions & applications).

By following the Incident or Request Fulfilment procedures, the Application Support Analyst ensures that services related to end users are restored or delivers the requested service within the agreed service levels.

Your main responsibilities:

  • Handle incidents and service requests in the ServiceNow program.
  • Provide advice and guidance to users in relation to system functionalities.
  • Provide professional verbal and written dialogue with end users.
  • Implement Standard and basic Normal Changes.
  • Communicates with Requester according to above, including super users, super user networks or SMEGs.
  • Escalate relevant tickets to second and third level support/appropriate support group.
  • Ensure that agreed service levels are fulfilled.
  • Create 'Support Guides' for IS use in ServiceNow Knowledge Base.
  • Ensure updated 'Self-Service Guides' for users on ServiceNow Knowledge Base.
  • Document own work in a consistent manner.
  • Provide proactive support in ensuring continuous improvement to meet business performance needs.
  • Participate in projects.
  • Optimize own tools and processes.
  • Participate in giving training if necessary.

Your background:

  • Bachelor's Degree or equivalent work experience
  • Industry, market, and business environment
    • Experience in providing well-defined processes within IT and Support
    • Ability to participate in work with processes or projects.
    • Ability to participate in a well-defined business process within IT and IT Support
    • Have 1 - 3 years of relevant experience before entering level besides formal education.
  • Technical, functional, and professional
    • Experience on SAP Customer Relationship Management (CRM)
    • Background on SAP Sales and Distribution (SD) or Customer Services (CS) Support is beneficial.
    • Ability to influence others and follow processes.
    • Experience supporting key business initiatives.
    • Knowledge of best practices and relevant practices, systems in IT and Support
    • Good communication skills
    • Willing to work on shifting schedule (8am – 5pm/3pm – 12mn)
    • Willing to work during holidays.
    • Experience in ServiceNow is advantageous.
  • Education, training, and certifications

Do you want to learn more?

If this job sounds appealing, please send your resume and cover letter by clicking "Apply".

To dig deeper into the Grundfos universe, follow us on LinkedIn or Youtube, and to get to know some of your future colleagues and why they enjoy working at Grundfos, check out Meet our people

We look forward to hearing from you.

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