Application Support Business Analyst (2nd Level Support) - contract for 2 years!

Vertragsart:
Vor Ort
Start:
03.2011
Dauer:
24 Monate (Verlängerung möglich)
Von:
Bechtle IT-Services
Ort:
Basel
Eingestellt:
07.02.2011
Land:
flag_no Schweiz
Projekt-ID:
191938

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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 major pharmaceutical company, we are urgently looking for an experienced:


APPLICATION SUPPORT BUSINESS ANALYST (2nd level support)
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Description:

• Be the 2nd Line Support person supporting a global application
• Learn and become Competent in the operation of all the tools
• Will support the preparation of project documentation using ICE methodology
• Will support the execution of test scripts related to above tools
• Will perform the installation and setup of the 2 new programs before they are installed at the
sites (IQ and OQ tests)
• Will support in developing training documentation including e-Learning
• Will be an administrator to provide access to tools to trained users on the Citrix systems
• Will work with other service providers such as Type setters / Hardware Support Group /
Network Support Group / GlS (Global Infrastructure System) and/or Suppliers to solve issues
with the application
• Respond in a timely manner (within SLA) to open Tool ticket support queries (via Phone,
email or Web) from key users located globally.
• Work with the correct stakeholder solution provider (for example to: other business analysts /
type setters / Hardware Support Group / Network Support Group / GlS (Global Infrastructure
System, etc) to solve and close Tool tickets
• Ensure alignment with Art Work Project in order to develop the tools for Phase 2 and Phase 3
of the project
• Provides guidance, assistance, coordination, and follow up on user questions, problems, or
malfunctions of all system applications, hardware and software installed or maintained by IT.
• Provide support for all project related activities within the rollout program
• Create / Modify all operational documentation as required
• Test all tools are fit for purpose for the business community
• Provide support for end user training world-wide
• Liaise with Business units by preparing and testing hardware / software and providing
administration support for the Citrix systems
• Participate in the evaluation of new software packages and/or application changes:
• Conducts impact analysis with the business for affected Business/IT Processes
• 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
• Handle standard Service Requests and perform User Administration
• Ensure that all requests addressed by application users are handled according to agreed SLAs.
• 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.
• Lead Super User group meeting/TC and communicate minutes as appropriate.


Requirements:

• Ideal: Degree Holder/ Diploma Holder in Computer / Technical / Business Related qualification
• Minimum: 5 Year experience in a Business Analyst Role working on a global project for a multinational company
• Ideal: Working on a ERP system such as Oracle or SAP
• Able to transition from a project role to an application support role
• Knowledge of ITIL best practices
• Provided Application Support to end users
• Good communication skills, verbal / written
• Excellent telephone manner
• Use of collaborative tools
• Able to produce reports using Excel
• Able to learn quickly
• Fluent in English (but other language skills desirable (German))


For further information or to apply, please send your documentation to: - preferably indicating your tariff per hour (all-inclusive) at the same time. Thank you!

We are looking forward to meeting you.