Application Support Lead

3 weeks ago

Pasig, Philippines GRUNDFOS Full time

GRUNDFOS, Pasig, National Capital Region, Philippines Application Support Lead The IS Application Support Lead provides professional and global IT support to end users of Grundfos IS business solutions and services. By following the Incident or Request Fulfilment procedures, the lead ensures that services related to end users are restored or the requested service is delivered within agreed service levels. Hybrid – Ortigas, Pasig Responsibilities Handle incidents and service requests in the ServiceNow program. Provide advice and guidance to users regarding system functionalities. Provide professional verbal and written dialogue with end users. Implement Standard and basic Normal Changes. Communicate with requesters, including super users and SMEGs. Serve as escalation point for areas being handled. Escalate relevant tickets to second and third level support or appropriate support group. Ensure that agreed service levels are fulfilled. Create 'Support Guides' for IS use in the ServiceNow Knowledge Base. Ensure updated 'Self‑Service Guides' for users on the ServiceNow Knowledge Base. Document own work proactively. Provide proactive support to drive continuous improvement to meet business performance objectives. Participate in projects. Optimize own tools and processes. Responsible for a global cluster of services, including: Support processes across Grundfos IS Infrastructure, Solutions and Services. Coordinate across Grundfos IS Infrastructure, Solutions and Services. Provide management reporting. Qualifications Education Bachelor’s Degree or equivalent work experience. Experience More than 6 years of relevant experience before entering level, besides formal education. Experience in driving well‑defined processes within IT and Support. Ability to lead minor processes or projects. Ability to lead a well‑defined business process within IT and IT Support. Experience on Application Support – FI/CO (Finance and Controlling) is required; HCM and BI/BW support is an advantage. Experience supporting key business initiatives. Knowledge of best practices and relevant practices, systems in IT and Support. Good communication skills. Experience in ServiceNow is a plus. Willingness to work on shifting schedule (8am – 5pm / 3pm – 12mn) and during holidays. Skills Ability to influence others and follow processes. Experience in ServiceNow is a plus. Benefits Development opportunities in an international environment. People‑ and value‑focused organizational culture. Social, team and sport events. Training opportunities. If this job sounds appealing, please send your resume and cover letter by clicking “Apply”. We look forward to hearing from you. To learn more about Grundfos, follow us on LinkedIn or YouTube, and explore Meet Our People. #J-18808-Ljbffr

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