Application Support Lead

2 weeks ago

Pasig, National Capital Region, Philippines GRUNDFOS Full time ₱1,800,000 - ₱2,500,000 per year

Hybrid- Ortigas, Pasig
What is the Job all about?
The IS Application Support Lead 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 IS Application Support Lead ensures that services related to end users are restored or delivers the requested service within the agreed service levels.

In this position, the member is expected to take the lead for all support deliverables for the different application areas supported by the team.

Your main responsibilities:

  • Handle incidents and service requests in the ServiceNow program.
  • Provide advise 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.
  • Support escalation point for areas being handled.
  • 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 proactive manner.
  • Provide proactive support in driving continuous improvement to meet business performance objectives.
  • Participate in projects.
  • Optimise own tools and processes.

  • Responsible for a global cluster of services which includes:

  • Support processes across Grundfos IS Infrastructure, Solutions and Services.

  • Coordinate across Grundfos IS Infrastructure, Solutions and Services.
  • Accountable for providing management reporting.

Your background:

  • Education, training and certifications

  • Bachelor's Degree or equivalent work experience

  • Industry, market and business environment

  • 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

  • More than 6 years of relevant experience before entering level besides formal education

  • Technical, functional and professional

  • Experience on Application Support – FI/CO (Finance and Controlling) is required and in HCM (Human Capital Management, and BI/BW (Business Intelligence) Support is an advantage

  • 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
  • Experience in ServiceNow is a plus
  • Willing to work on shifting schedule (8am – 5pm/3pm – 12mn)
  • Willing to work during holidays

What's in it for you?
Whether it's developing skills or advancing your expertise even further, we'll support you with continuous learning and development opportunities, to help discuss and steer your long-term Grundfos career path. You'll be welcomed from day one into an inclusive, trusting environment guided by six core values.

  • Development opportunities in an international environment
  • People- and value-focused organization culture
  • Social, team and sport events
  • Training opportunities

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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