IT Functional Support Specialist

About the job

VITOGAZ Switzerland AG is the leading Swiss supplier of liquefied gas. A subsidiary of the internationally listed Rubis group, the company guarantees a reliable and safe supply throughout Switzerland every day thanks to more than 150 employees and its own fleet, while developing consulting activities in energy transition.

As an IT Functional Support Specialist, you are the primary point of contact for users regarding support requests related to business applications. You assist employees in using IT tools, ensure the qualification and follow-up of their requests, and contribute to their resolution. You also participate in structuring IT support, developing user autonomy, and the continuous improvement of IT applications and services.

Your responsibilities:

• Provide functional support level 1 and 2 on business applications (ERP, CRM and other internal tools), as well as level 1 support on the work environment
• Handle, diagnose, qualify and follow up incidents and requests via the ITSM tool, then ensure their documented escalation to IT teams or specialised providers when necessary
• Follow up tickets with application suppliers until 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 support users daily; design training materials, tutorials and necessary documentation
• Participate in application projects: user acceptance testing (UAT), functional acceptance, anomaly tracking, deployments and change management support
• Contribute to the structuring and continuous improvement of IT support: ticket flow organisation, SLA monitoring and trend analysis
• Participate in the IT Change Advisory Board by preparing meetings, writing minutes and ensuring follow-up of decisions and actions
• Act as the liaison for business needs with the IT team and collaborate with power users, various IT skills and external providers

 

Your qualifications:

• Training in computer science, business informatics or equivalent experience in IT or functional support
• Experience in application, functional or user support
• Good understanding of business processes and management applications (ERP, CRM or equivalent)
• Proficiency with an ITSM tool and good understanding of incident management and knowledge bases
• Excellent analytical, communication, writing and teaching skills
• Service-oriented, rigorous, autonomous and user-focused
• Excellent command of French and German

Assets:

• 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 support and developing self-service