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Technical Application Support Specialist
hace 2 meses
About ConvaTec
ConvaTec is a leading global provider of medical products and technologies, dedicated to enhancing the quality of life for individuals with chronic conditions. Our expertise spans advanced wound care, ostomy care, continence care, and infusion care, with a commitment to delivering innovative solutions that improve patient outcomes and reduce healthcare costs.
Role Overview
As a Technical Application Support Specialist, you will be integral in delivering exceptional technical assistance to end-users across a variety of business applications, including Manufacturing, Laboratories, Logistics, Finance, Human Resources, and Facilities. Your role will involve troubleshooting and resolving technical challenges, documenting solutions, and collaborating with diverse teams to ensure optimal system performance.
Key Responsibilities
- Provide comprehensive 2nd level support for applications and systems, ensuring seamless operation for users.
- Diagnose and resolve complex technical issues within established service level agreements (SLAs), utilizing available workarounds or permanent solutions.
- Lead problem management initiatives to enhance service delivery.
- Engage in incident and problem management activities in alignment with ITIL standards.
- Create and maintain thorough documentation of systems and services, facilitating knowledge sharing across teams.
- Generate performance reports using application monitoring tools to assess availability and efficiency.
- Collaborate effectively with customers, internal teams, and third-party vendors to foster a cooperative work environment.
- Contribute to project-specific tasks, taking on a technical lead role when necessary.
- Drive continuous improvement initiatives focused on application monitoring and support.
- Resolve support tickets promptly and escalate issues to external vendors when required.
- Stay abreast of technological advancements and trends in IT support.
Qualifications and Skills
- A degree in Computer Science, Information Technology, or a related discipline is preferred.
- Experience in IT support or software development is advantageous.
- Proficient in delivering technical support and resolving user inquiries.
- Strong verbal and written communication skills in English.
- Exceptional teamwork and collaboration capabilities.
- Familiarity with ITIL best practices is essential.
- Ability to perform effectively under pressure and deliver reliable solutions.
- Willingness to participate in on-call duties as needed.
- Creative and analytical mindset with a focus on outcomes.
Personal Attributes
- Excellent problem-solving skills and attention to detail.
- Ability to adapt to evolving environments and learn new technologies.
- Self-motivated with a commitment to continuous improvement.
- Strong interpersonal skills and the ability to build relationships with stakeholders.
At ConvaTec, your contributions will make a significant impact on our mission to improve lives through innovative medical solutions. We are dedicated to supporting your professional growth and development in a collaborative and dynamic environment.
