Application Support Specialist / Consultant in Project Management Support Tool - Planisware

Vor Ort
6 Monate (Verlängerung möglich)
Bechtle IT-Services
flag_no Schweiz
Jean-Pierre Davoli

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Within Bechtle Switzerland, Bechtle IT Services is the specialist for IT Skills Management. We are supporting the IT-organization and IT-projects of our customers with qualified personnel, at the right time and with the appropriate amount of skilled resources.

For one of our customers, a well known pharmaceutical company, we are urgently looking for an experienced

Application Support Specialist (ASP) / Consultant in Project Management Support Tool

to Implement, troubleshoot and maintain service quality for the SUCCEED application (Planisware/OPX Solution).


• Ensure that all requests addressed by application users are handled according to agreed SLAs.
• Provide user support and guidance to customers through consulting, teaching and publication of documentation for the SUCCEED application.
• Tracks, troubleshoots and resolve application related issues. Analyze error/fault messages and questions. Answer questions, clear faults, propose solutions and/or arrange appropriate measures to be taken, involve experts.
• Support problem resolutions by close collaboration with the next level support and Planisware (helpdesk from software provider).
• Support test, Computer System Validation and roll-out activities within planned application changes and maintain relevant documentation based on the application/business expertise.
• Liaise with customer groups and dedicated other IT functions to optimise user support. Ensure close collaboration with appropriate system owners and key stakeholders in business.
• Participate in the evaluation of new software packages and/or application changes:
• Identifies and specifies the application requirements
• Implements and tests prototypes
• Applies installation quality assurance tests and assures consistency with standards
• Applies appropriate testing procedures and scripts
• As the lead for small and mid-size applications may manage operations & support, Service Quality, application optimization & maintenance, smooth transition of projects into operations and relationships to key stakeholders.
• Cooperate closely with offshore consulting team, coach whenever necessary. Next level of escalation.
• Support the implementation of standard software packages, including:
• Understand functional specifications in order to devise technical design specifications,
• Customize standard solution and developing additional functions/objects according to user requirements.


• Achieve agreed targets in terms of quality, time and cost.
• Meet relevant Service Level Agreements
• Support services meet customers rules for CSV and information security
• Sustain customer satisfaction
• Adhere to defined management and delivery processes for Changes, System operation and other relevant policies


• Has responsibility for support of a dedicated area of a more complex application (SUCCEED)
• Works together with internals / other externals in a team of 10 to 15 supporters which are geographically split (Basel Switzerland / Hyderabad India)
• Role location in Basel Switzerland.
• Contribute in SUCCEED application related projects and initiatives
• Autonomy:
o Works independently with technical and management coaching
o Coach less experienced support staff
• Complexity:
o A key driver for customer satisfaction in his domain of support


• University working and thinking level, degree in computer science or comparable education/experience
• >= 3 years of experience in an application support organization
• Sound knowledge/understanding of supported business domain
• Sound knowledge of and experience with customer training, leading workshops or other customer facing activities.
• Fluent in English
• in-depth knowledge of P5 (Planisware product)

Is a real plus !

• Additional experience in System Life Cycle Management (e.g. business analysis for operational systems, optimize systems, manage changes)
• Experience with best practices in IT Service Management (ITIL), CRM or customer service excellence
• Skilled in language designed for managing data in relational database management systems (SQL)

For further information or to apply, please send your documentation to: