IT Functional Support Specialist

--- base: meta-keywords: meta-viewport: width=device-width, title: IT Functional Support Specialist --- IT Functional Support Specialist =================================== Bilingual in German and French and looking for an opportunity in application support? This opportunity is made for you! Meanquest is an ESN created in 1995 which today counts more than one hundred people. Based in Ecublens, Meyrin and Givisiez, it deploys its expertise in five key areas: infrastructure, support, Cloud solutions, security and recruitment. An IT company like ours relies on the commitment and expertise of its talents to offer quality customer service. We regularly look for profiles eager to invest themselves with our clients. On behalf of one of our clients based in Berne, we are looking for an IT Functional Support Specialist. As an IT Functional Support Specialist, you are the preferred point of contact for users for support requests related to business applications. You accompany employees in the use of IT tools, ensure the qualification and follow-up of their requests and contribute to their resolution. You also participate in the structuring of IT support, the development of user autonomy and the continuous improvement of IT applications and services. Missions: * Ensure N1 and N2 functional support on business applications (ERP, CRM and other internal tools), as well as N1 support on the working environment * Process, diagnose, qualify and follow up incidents and requests via the ITSM tool, then ensure their documented escalation to IT teams or specialized providers when necessary * Ensure the follow-up of tickets with application providers until the functional validation of their resolution * Develop and maintain the IT knowledge base, identify recurring requests and propose improvements promoting self-service and user autonomy * Train new employees and accompany users on a daily basis; design training materials, tutorials and necessary documentation * Participate in application projects: user testing (UAT), functional acceptance, anomaly follow-up, deployments and change management * Contribute to the structuring and continuous improvement of IT support: organization of ticket flows, SLA monitoring and trend analysis * Participate in the IT Change Advisory Board by preparing meetings, writing minutes and ensuring the follow-up of decisions and actions * Act as the relay for business needs to the IT team and collaborate with power users, various IT skills and external providers Profile sought: * Training in IT or equivalent experience * Excellent command of French and German * Experience in application, functional or user support * Good understanding of business processes and management applications (ERP, CRM or equivalent) * Mastery of an ITSM tool and good understanding of incident management and knowledge bases * Excellent analytical, communication, writing and teaching skills * Sense of service, rigor, autonomy and user orientation * Knowledge of Microsoft Dynamics 365 Business Central, Microsoft Dynamics CRM and Freshdesk * Experience in creating knowledge bases, tutorials and user documentation * Experience in training, change management and self-service development Start date: As soon as possible Interested in this opportunity? Do not hesitate to apply! #LI-AB1 Sector: Anderes Post: IT / Technologie Employment type: Festanstellung Meanquest SA * Meanquest SA Chemin du Dévent 7 1024 Ecublens VD * [ ](< >) jpid7b812e2jm jpit1042jm jpiy26jm