Application Support Analyst

hace 2 semanas

Bogotá, Colombia ConvaTec Inc. A tiempo completo
Application Support Analyst

Apply locations: Bogota, Colombia
Time type: Full time
Posted on: Posted 3 Days Ago
Job requisition id: JR00013261

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit .

Role Summary

As an Application Support Analyst, you will play a critical role in providing technical support and assistance to end-users across various business applications, including Manufacturing, Labs, Logistics, Finance, Facilities, HR, etc. Your responsibilities will encompass troubleshooting, resolving technical issues, documenting solutions, and collaborating with cross-functional teams. You will be expected to stay updated with IT trends and innovations, contribute to continuous system improvements, and maintain a high level of service quality. This role may require shift work and on-call availability.

Technical Skillset

To excel in this role, you should possess the following qualifications and skills:

  • Desirable a degree in Computer Science, Information Technology, or a 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 is 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 an outcome-focused personality.
  • Willingness to participate in on-call duties.
Highly Desirable

Experience with the following applications, in order:

  • TalkDesk
  • Blackline
  • DocuSign
  • Condeco
  • Zoom
  • OnBase
  • Brainware
  • Emagia
  • Blue Prism
  • SmartCat
  • Miro
  • ShowPad
Duties and Responsibilities

Your duties and responsibilities will include but are not limited to:

  • Provides 2nd level Application/System end-to-end support experience for the customer as well as COTS components.
  • Troubleshoots and identifies resolution for complex issues within defined SLAs using available workarounds or permanent fixes.
  • Initiates and drives problem management activities.
  • Participate in Incident and problem management according to ITIL standards.
  • Creates and maintains system and service documentation, including knowledge sharing.
  • Generates application reports using availability and performance management toolset.
  • Fosters interaction and collaboration with customers, internal teams (i.e. L1, L3), and 3rd parties.
  • Contributes to project specific task with/without technical lead function.
  • Continuous improvement, both quality and efficiency wise in the areas of application monitoring.
  • Resolve support tickets in a timely manner and escalate to third party or vendor support if necessary.
  • Stay informed about technological advancements and trends in IT support.
Person Profile
  • 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.
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.

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

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