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Application Support Specialist

hace 2 meses

Bogotá, Bogotá D.E., Colombia ConvaTec A tiempo completo
About the Role

We are seeking a highly skilled Application Support Analyst to join our team at ConvaTec. As a key member of our IT department, you will play a critical role in providing technical support and assistance to end-users across various business applications.

Key Responsibilities
  • Provide 2nd level Application/System end-to-end support experience for customers and COTS components.
  • Troubleshoot and identify resolutions for complex issues within defined SLAs using available workarounds or permanent fixes.
  • Initiate and drive problem management activities.
  • Participate in Incident and problem management according to ITIL standards.
  • Create and maintain system and service documentation, including knowledge sharing.
  • Generate application reports using availability and performance management toolset.
  • Foster interaction and collaboration with customers, internal teams, and third parties.
  • Contribute to project-specific tasks with or without technical lead function.
  • Continuously improve quality and efficiency in application monitoring.
Requirements
  • Desirable degree in Computer Science, Information Technology, or related field.
  • Experience in IT support or software engineering.
  • Proficiency in providing technical support and resolving queries.
  • Strong communication skills, both written and spoken in English.
  • Exceptional teamwork and collaboration abilities.
  • Proficiency in ITIL best practices required.
  • Ability to perform well under stress and provide reliable solutions.
  • Capacity to stay updated with IT innovations and trends.
  • Desirable experience in application support in complex environments.
  • Fluent in business English.
  • Creative, analytical thinker with outcome-focused personality.
  • Willingness to participate in on-call duties.
About You
  • Strong problem-solving skills.
  • Excellent communication and interpersonal abilities.
  • Analytical thinker with attention to detail.
  • Ability to adapt to changing environments and learn new technologies.
  • Self-motivated and results-driven.
  • Commitment to continuous learning and improvement.
  • Good English Level (B2 or higher).
Principal Contacts

You will collaborate closely with:

  • End-users of various business applications.
  • Business Partners.
  • Service Desk's teams.
  • Cross-functional internal teams.
  • Third-party vendors and partners.
Special Factors
  • The role may require working outside of standard office hours, including starting earlier or finishing later.
  • Potential for occasional travel.