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

Vertragsart:
Vor Ort
Start:
01.2011
Dauer:
6 Monate (Verlängerung möglich)
Von:
Bechtle IT-Services
Ort:
Basel
Eingestellt:
06.12.2010
Land:
flag_no Schweiz
Projekt-ID:
182591

Warning
Dieses Projekt ist archiviert und leider nicht (mehr) aktiv.
Sie finden vakante Projekte hier in unserer Projektbörse.
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).



MAJOR ACCOUNTABILITIES:

• 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.


KEY PERFORMANCE INDICATORS / MEASURES OF SUCCESS:

• 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


JOB DIMENSION

• 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


EDUCATION / EXPERIENCE

Mandatory
• 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: