IT Functional Support Specialist

--- base: meta-keywords: meta-viewport: width=device-width, title: IT Functional Support Specialist --- IT Functional Support Specialist ================================ VITOGAZ Switzerland AG is the leading Swiss provider of liquefied gas. As a subsidiary of the internationally active and listed Rubis Group, we ensure a reliable and safe supply throughout Switzerland every day with over 150 employees and our own vehicle fleet. At the same time, we are continuously developing our activities in the field of energy transition consulting. Your role As IT Functional Support Specialist, you are the central contact person for our employees for questions and support requests regarding our business applications. You support users in using our IT tools, analyze and coordinate their requests, and accompany them until a successful solution is reached. At the same time, you contribute to the further development of our IT support, promote the independence of users, and continuously improve our applications and IT services. Your tasks * Support: Ensuring functional 1st and 2nd level support for our business applications (ERP, CRM and other internal tools) as well as 1st level support for the IT workstation environment * Ticket Management: Processing, diagnosis, classification and tracking of incidents and requests via the ITSM tool as well as, if necessary, documented escalation to internal IT teams or external service providers * Application Support: Tracking of tickets with application providers until functional testing and confirmation of the solution * Knowledge Management: Building and maintaining the IT knowledge database as well as identifying recurring requests and developing suitable self-service solutions * Training & Documentation: Induction and training of new employees as well as creation of training materials, tutorials and user documentation * IT Projects: Participation in application projects, especially in User Acceptance Tests (UAT), functional acceptance tests, error analyses, rollouts and change management activities * Continuous Improvement: Further development and optimization of IT support processes, organization of ticket flows, monitoring of SLAs and analysis of recurring support topics * Change Advisory Board: Preparation of CAB meetings, creation of minutes and tracking of the decided measures * Interface Function: Recording needs from the specialist departments and close cooperation with the IT team, power users and external partners Your profile * Education in computer science, business informatics or comparable professional experience in IT or functional support * Experience in application, functional or user support * Good understanding of business processes and enterprise applications such as ERP and CRM * Experience with an ITSM tool as well as good understanding of incident management and knowledge bases * Strong analytical skills and a structured way of working * Very good communication skills and enjoyment in imparting knowledge * High service and user orientation as well as independent and reliable way of working * Very good German and French skills Of advantage * Knowledge of Microsoft Dynamics 365 Business Central, Microsoft Dynamics CRM and Freshdesk * Experience in building knowledge bases as well as in creating tutorials and user documentation * Experience in training employees, in change management and in the development of self-service offerings Vitogaz Switzerland AG * Vitogaz Switzerland AG A Bugeon 2087 Cornaux NE * [ ](< >) jpid34a0cb9jm jpit0938jm jpiy26jm