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About ConvaTec
ConvaTec is a pioneering global company dedicated to providing innovative medical solutions that enhance the quality of life for individuals with chronic conditions. With a strong presence in advanced wound care, ostomy care, continence care, and infusion care, we operate in nearly 100 countries and are committed to our promise of being forever caring. Our efforts have resulted in revenues exceeding $2 billion, and we are proud to be part of the FTSE 100 Index (LSE:CTEC).
Role Overview
As a Technical Application Support Specialist, you will be instrumental in delivering exceptional technical assistance to end-users across a variety of business applications, including Manufacturing, Labs, Logistics, Finance, Facilities, and HR. Your role will involve troubleshooting and resolving technical challenges, documenting solutions, and collaborating with diverse teams to ensure optimal performance. Staying abreast of IT trends and contributing to system enhancements will be key aspects of your responsibilities, which may include shift work and on-call duties.
Required Skills and Qualifications
- A degree in Computer Science, Information Technology, or a related discipline is preferred.
- Experience in IT support or software development is essential.
- Proficient in delivering technical support and resolving user inquiries.
- Strong communication skills in English, both written and verbal.
- Excellent teamwork and collaboration skills.
- Familiarity with ITIL best practices is required.
- Able to perform effectively under pressure and provide dependable solutions.
- Commitment to staying updated with IT advancements and trends.
- Experience in application support within complex environments is advantageous.
- Creative and analytical thinker with a focus on outcomes.
- Willingness to participate in on-call responsibilities.
Key Responsibilities
- Provide second-level application/system support for customers and COTS components.
- Troubleshoot and resolve complex issues within defined SLAs using available workarounds or permanent solutions.
- Initiate and lead problem management activities.
- Engage in incident and problem management in accordance with ITIL standards.
- Create and maintain system and service documentation, facilitating knowledge sharing.
- Generate application reports utilizing performance management tools.
- Encourage collaboration with customers, internal teams, and third-party vendors.
- Contribute to project-specific tasks, with or without a technical lead role.
- Drive continuous improvement in application monitoring quality and efficiency.
- Resolve support tickets promptly and escalate to third-party or vendor support as necessary.
- Stay informed about technological advancements in IT support.
Personal Attributes
- Strong problem-solving capabilities.
- Exceptional communication and interpersonal skills.
- Detail-oriented analytical thinker.
- Adaptable to changing environments and eager to learn new technologies.
- Self-motivated and results-oriented.
- Dedicated to continuous learning and professional development.
- Proficient in English (B2 level or higher).
Collaboration
You will work closely with:
- End-users of various business applications.
- Business partners.
- Service Desk teams.
- Cross-functional internal teams.
- Third-party vendors and partners.
Additional Information
- This role may require working outside of standard office hours.
- Occasional travel may be necessary.
Your contributions will have a significant impact on our operations and the lives of our customers. At ConvaTec, we are committed to supporting you in your professional journey.
