IT Applications Support Analyst, Bilingual French, English
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Job Description
IT Applications Support Analyst providing tier 1 support to SAP application users. Responsible for troubleshooting technical SAP issues and managing user access provisioning.
Responsibilities:
- Provide tier 1 support to SAP application users
- Provide professional first-level support via email and phone, troubleshooting technical SAP issues for internal customers
- Log all inquiries in the ticketing system (iSupport), aiming for first-contact resolution, and escalating to Level 2 teams with comprehensive details when needed
- Manage user access through provisioning, including onboarding new hires, processing status changes, and handling terminations
- Proactively identify potential major incidents and contribute to continuous improvement by updating the team's knowledge base and standard operating procedures (SOPs)
- Translating documentation and user communications from English to French
Requirements:
- A university degree is preferred (Bachelor’s degree in Computer Science or Information Technology) or equivalent experience/training in a business-related field
- More than 5 years of professional experience in a first-level IT support role
- Experience working on the SAP platform
- Experience working with SAP S/4HANA version 2022
- Knowledge of one of the SAP modules (SD, FICO, MM, IM, PP, WMS, PM)
- Experience working with SAP GRC 12.0
- Experience working with a ticketing system (iSupport, ServiceNow, or similar)
- Experience managing user access rights in SAP (preferred)
- Excellent customer service skills, with the ability to establish contact, advise, and interact with internal clients via phone and email in a courteous and professional manner
- Ability to effectively resolve issues by analyzing the business context and exploring solutions within the team before escalating them
- Ability to work in a fast-paced environment
- Ability to work Monday through Friday, 7 a.m. to 7 p.m. (Eastern Time) (the typical workday is 8 hours, but schedules may vary)
Benefits:
- medical, dental, and vision plans
- short-term and long-term disability
- life and accidental death and dismemberment (AD&D) insurance
- Employee Assistance Program (EAP)
- pre-tax commuter transportation benefit
- parental leave
- vacation
- sick time
- floating holidays
- jury duty and funeral/bereavement leave
- paid holidays for all eligible full-time employees
- a 401k plan with company matching funds
- tuition reimbursement
- discounted college tuition for eligible employees’ dependents
- Airgas Scholarship Program for dependent children
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