Application Support Analyst

The IS 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 IS 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 proactive manner.
• Provide proactive support in driving continuous improvement to meet business performance objectives
• Participate in projects.
• Optimize own tools and processes.
• Participate in giving training if necessary.
  
  

Your required skills and experience include:

• Industry, market and business environment
  
• Experience in driving 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 Application Support – FI/CO (Finance and Controlling) is required
• 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
  
• Education, training and certifications
  
• Bachelor’s Degree or equivalent work experience
  
  

What’s in it for you?

Whether it’s developing leadership 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.

Do you want to learn more?

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

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We look forward to hearing from you.

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