IT Functional Support Specialist

About the job

VITOGAZ Switzerland AG is the leading Swiss provider of liquefied petroleum gas. As a subsidiary of the internationally active and publicly listed Rubis Group, we ensure a reliable and safe supply throughout Switzerland every day with over 150 employees and our own vehicle fleet. At the same time, we continuously develop our activities in the field of energy transition consulting.

Your Role

As an IT Functional Support Specialist, you are the central contact person for our employees regarding questions and support requests related to our business applications.

You support users in the use of our IT tools, analyse and coordinate their requests, and accompany them until successful resolution. At the same time, you contribute to further developing our IT support, promoting user independence, and continuously improving our applications and IT services.

Your Tasks

• Support: Ensuring functional 1st and 2nd level support for our business applications (ERP, CRM and other internal tools) as well as 1st level support for the IT workplace environment
• Ticket Management: Processing, diagnosing, classifying and tracking incidents and requests via the ITSM tool and, if necessary, documented escalation to internal IT teams or external service providers
• Application Support: Tracking tickets with application providers until functional testing and confirmation of the solution
• Knowledge Management: Building and maintaining the IT knowledge database as well as identifying recurring requests and developing suitable self-service solutions
• Training & Documentation: Onboarding and training new employees as well as creating training materials, tutorials and user documentation
• IT Projects: Participation in application projects, especially in user acceptance tests (UAT), functional acceptance tests, error analyses, rollouts and change management activities
• Continuous Improvement: Further development and optimisation of IT support processes, organisation of ticket flows, monitoring of SLAs and analysis of recurring support issues
• Change Advisory Board: Preparation of CAB meetings, creation of minutes and tracking of agreed measures
• Interface Function: Capturing needs from the specialist departments and close collaboration with the IT team, power users and external partners

Your Profile

• Education in computer science, business informatics or comparable professional experience in IT or functional support
• Experience in application, functional or user support
• Good understanding of business processes and enterprise applications such as ERP and CRM
• Experience with an ITSM tool as well as good understanding of incident management and knowledge databases
• Strong analytical skills and a structured way of working
• Excellent communication skills and enthusiasm for knowledge transfer
• High service and user orientation as well as independent and reliable working style
• Very good German and French language skills

Advantageous

• Knowledge of Microsoft Dynamics 365 Business Central, Microsoft Dynamics CRM and Freshdesk
• Experience in building knowledge databases as well as creating tutorials and user documentation
• Experience in training employees, change management and developing self-service offerings