IT User Support

  • Location: Brussels
  • Type: Perm
  • Job #20094

IT User Support 

Our client is a company active in finance sector located in the center of Brussels. It is a large structure on a human scale with a flat hierarchy and a warm and friendly working atmosphere. They are in the middle of a digital transformation program to improve their technology and modernize the IT landscape. To strength their Technology Department, they are currently looking for a 'User Support' employee. The User Support is responsible for assisting users of the applications delivered by the Technology Department and offering them application advice. You will oversee monitoring and following up intensively on the management of tickets to respect the SLAs with business colleagues with BI reporting.

.Your role

  • Provide functional support for standard application usage issues delivered based on procedures provided by the BAs or Key Business Users.
  • Obtain the necessary validations and verify that the organizational prerequisite(s) is (are) respected.
  • Be able to understand the customer's needs and respond with an appropriate solution.
  • Contribute to the definition of the test strategy by providing input for acceptance testing.
  • Ensure the handover process in application delivery and production with the Run teams and communicate across the business.
  • Maintain the application documentation considering the impacts of current developments
  • Provide post-production application support (after-care) to guarantee an increase in skills and an optimal transfer to the Run teams.
  • Carry out minor functionality modifications and parameterization actions without development.
  • Transferring other types of modification requests to the Maintenance team
  • The spirit of synthesis and rigor. In addition to this, you will have a quality of empathy with future users

Incident management:

  • Ensure a level of assistance for application malfunctions that are communicated to you by the external helpdesk or directly by users.
  • Carry out a rapid and complete analysis of these malfunctions and identify application anomalies.
  • Qualify incidents and based on the information, resolve them and if necessary, transfer them to a higher level of support.
  • Manage major P1 incidents as part of the crisis process a-z.

Training:

  • Contribute to the writing of user documentation: quick start guide, development of FAQ, procedure and/or troubleshooting articles.
  • With the BA, develop training materials and co-deliver specific training following projects and teaching skills required during the training phases of employees who will be using the new features.
  • Identify specific training needs and initiate training campaigns in agreement with your management.

Experience

  • 3 to 5 years’ experience in user support.
  • Experience in the financial sector is an asset.
  • Ability to quickly learn new topics
  • Good verbal and written communication skills and the ability to write guidelines and technical specifications in Dutch or French and English
  • Ability to understand your partner and to get on their level.
  • Ability to present the results of your activities and those of your colleagues through dashboards in a clear, structured, and concise way to facilitate decision making.
  • Ability to adapt in a constantly changing environment and willingness to learn new things. Ability to objectify and analyses end-user requirements quickly.
  • You think in terms of solutions for the customer and transpose them into your activities.
  • You like to work in a team, listen to others and work with others, regardless of organizational affiliation, to achieve common goals.
  • You are committed to quality and continuous improvement.
  • Excellent knowledge and understanding of business areas and issues.
  • Good knowledge of IT delivery for your domain. Technical knowledge:
  • Knowledge of a ticket management tool: Ivanti ITSM ticketing system or other ITSM tool (Topdesk,SNOW,Jira…)
  • Knowledge of Troubleshooting of insurance applications (asset)
  • Active directory to give or remove rights
  • BI skills for reporting
  • Minimum knowledge of ITIL to manage incidents, service requests etc.
  • Knowledge of Office 365 and Macro Excel
  • Ability to write KBs

Offer

  • Join an independent Belgian group, cooperative and mutual, on a human scale, where you can quickly make an impact.
  • Be part of a typical and specific company culture: employees appreciate the positive and pleasant atmosphere and the collegial approach.
  • You will join a group where management is accessible and close to its employees.
  • Our client attaches great importance to a good work-life balance for its employees. You will be able to work from home (up to 3 days per week), have flexible working hours and have at least 31 days off per year.
  • You will work in the heart of Brussels, close to the Grand Place and the central station.
  • The contract is open-ended and comes with a number of important extra-legal benefits: meal vouchers, eco-cheques, cafeteria plan, group and hospital insurance, teleworking allowance, interesting discounts on insurance products, etc. As well as various bonuses, in appreciation of the work you do.
  • You will have the opportunity to develop your skills and knowledge through a wide range of training courses. You will have the opportunity to develop within the group thanks to an internal mobility policy.

Interested ? You can send me your CV to : sofia.genin@experis.be

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