The Application Supporter is primarily responsible to provide Tier 2 application support to super users, Data Stewards and end users of the ERP Application (currently Navision) and related applications / integrations.
For Navision these are Global Automated Jobs (AOI, DMI, Batch jobs etc.), eCommerce / Sitecore, MS BI and other minor integrations.
Act as 1st and 2nd level Application Support for internal customers in primary region, secondary to other regions. Global IT Service supports users in APAC, EMEA and NOAM regions.
The application support responsibility primarily includes support and monitoring of the applications / integrations mentioned above.
Key areas are :
Provide quality resolution of support related queries, questions, problems and issues.
Provide quality communication on ongoing tasks with involved customers and stakeholders.
Clear setting of expectations with relations to open cases and change requests.
Provide continuous and active suggestions in pursuit of changes that will improve business performance, IT infrastructure or application operations
Be able to support and trouble shoot the major NAV modules used in GN (Finance, Sales and Supply Chain, Production)
Assist business in creating RFC, so these are described and made ready for developers.
Capturing of business demands and feed these to management or to relevant development groups for development and implementation.
Build positive working relations with key customers and stakeholders
Able to run Major Incident investigation team
In all matters, responsible to comply with current policies incl. Information Security Requirements
Strong analytic and communication skills
Strong business acumen and process understanding
Strong inter-personal skills with high degree of positive attitude
Patience and ability to explain in a clear and structured way
Strong customer orientation and focus with high degree of service commitment.
Strong customer orientation and focus, ability to understand business objective and requirements
Ability to handle multiple issues without jeopardizing the service level to the individual users
Demonstrating initiative and a pro-active approach
Ability to work independently, take on responsibility
Flexibility and a keen interest in having systems up and running
Strong general applications knowledge (Navision)
Strong application (Navision) configuration and / or light development knowledge
Strong written and spoken English
Fair understanding of relational databases
The Primary location is the EMEA region, but some travelling must be expected to visit strategically important sites (max 10 days per year)
Working in a global IT organisation requires coordinating and working closely with colleagues in other regions, APAC, EMEA and NA