Application Support Engineer

Are you passionate about delivering exceptional IT support that keeps a global manufacturing organization running smoothly? Then join us in our mission to pioneer smarter solutions for moving and transforming water, reducing energy consumption, and enhancing quality of life for people.

As our new Application Support Engineer, you will be providing professional, frontline IT support for Grundfos business applications, ensuring our end users across the globe can work efficiently with the systems they rely on every day. Youll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.

What you will be doing

As a key part of the IS SAP Application Support team, youll create impact by Ensuring critical business applications remain available and performant, directly enabling Grundfos employees worldwide to deliver on our mission of pioneering solutions to the worlds water and climate challenges.

Your main responsibilities include:

• Handle incidents and service requests via ServiceNow, ensuring resolution within agreed service levels
• Provide clear verbal and written guidance to end users on system functionalities and troubleshooting
• Implement standard changes and escalate complex tickets to 2nd and 3rd level support teams
• Create and maintain Support Guides and Self-Service Guides in the ServiceNow Knowledge Base
• Drive continuous improvement of support tools, processes, and documentation to enhance the user experience
• Collaborate with Super Users, SMEGs, and cross-functional support teams to resolve issues efficiently
  
  

What Makes You a Great Fit

Above all, you are a detail-oriented IT support professional with strong communication skills, a process-driven mindset, and a genuine desire to help end users succeed.

We would also imagine that you have:

• 0-2 years of experience in IT support or application support, with a solid understanding of well-defined IT processes
• Strong verbal and written communication skills with the ability to guide users through technical issues
• Knowledge of IT support best practices, including incident management and request fulfilment
• Willingness to work on shifting schedules (8am–5pm or 3pm–12mn) and during holidays
  
  

It is a plus if you also:

• Experience with ServiceNow for ticket management and knowledge base administration
• Hands-on experience supporting enterprise applications such as SAP (especially SD module)
• Background in a manufacturing industry environment
  
  

Why you will love working here

We care! Day to day, you can look forward to:

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.
• Annual bonuses, health insurance and a strong focus on well-being activities.
• Three days additional paid leave for volunteering in your community.
• Access to on-demand training and learning sessions and carefully structured programmes to pursue personal and professional development opportunities.
  
  

We are inclusive! Celebrating and valuing our differences helps us see possibilities where others cant. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds.

Are you ready to unlock possibilities at Grundfos? Apply today!

Application Support Engineer

Job Purpose

The IS Application Support Engineer 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 Engineer ensures that services related to end users are restored or delivers the requested service within the agreed service levels.

Key Activities

• Handle incidents and service requests in the ServiceNow program.
• Provide professional advise thru verbal and written dialogue 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, and its networks or SMEGs
• Escalate relevant tickets to 2nd & 3rd level support/appropriate support grp.
• 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 and giving training if necessary.
• Optimise own tools and processes.
• Participate in giving training if necessary.
  
  

Industry, market and business environment

• Experience in driving well-defined processes within IT and Support
• Ability to participate in work with processes.
• Ability to participate in a well-defined business process within IT and IT Support
• Have 0 - 2 years of relevant experience before entering level besides formal education
  
  

Technical, functional and professional

• Expérience on Application Support (i.e SAP) is a plus.
• 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

• Vocational certificate, Associate’s Degree, Bachelor’s Degree or equivalent work experience
  

---