Application Support Analyst (M/F)
BRAZIL IT development
Job description
Position description
Employment Type
Regular Full Time
Contractual hours
Full-time
Function
SUPPORT FUNCTIONS - IT
Main Goal
The Application Support Analyst will provide local support, training and assistance over SIS applications to our internal customers from Research & Innovation areas in Americas territory. The applications in scope are related to germplasm information and breeding operations management. The person will also play an important role in continuous improvement, quality and continuity of service in resolving incidents.
Job description
Main activities
SIS Application Management
- Provide high quality, efficient service and assistance to users.
- Provide functional knowledge of applications and understanding of the user's business.
Manage the ticket backlog in the internal tool, ensuring ticket qualification.
- Ensure proper qualification of tickets: incident, request, data management and their correct escalation.
- Resolve tickets in compliance with Limagrain IT SLAs.
- Ensure that incident tickets are processed through to closure, with the support of the Product teams in the case of complex support (L3).
- Ensure that request tickets are qualified and passed on to the Product team.
- Ensure that data management tickets are processed through to closure, with the support of the Data Management team.
Knowledge documentation for SIS applications
- Ensure that our users have up-to-date documentation on the use of our applications.
- Document simple support cases in the KB IT so that level 1 support teams can intervene on SIS support activities.
On-site and remote user training for SIS applications
- Be the quality trainer for our applications.
- Know our scientific context, to facilitate exchanges with our internal customers.
- Provide essential information for training on our tools.
- Build a relationship of trust and proximity with users, so as to provide them with the details they need to enhance their efficiency with SIS applications.
- Alternate between the ability to help users understand the solution as a whole (global vision) and the sense of detail required for optimal use of SIS applications.
Application usage reporting
- Perform SQL queries to highlight information and deliver impactful presentations.
Skills: what we expect of you
Diplomas required / Knowledge required
- Master's degree in bioinformatics or biology applied to informatics or
- 3 to 5 years' higher education in information technology and professional experience in the scientific field.
Skills / experience required
- Knowledge of the scientific context of plant biology
- Technical skills in SQL data language, data modeling (ER-Modeling, UML)
- Mastery of data analysis
- Fluent English
- Aptitude for Agile methodologies
People skills
- Customer focus
- Autonomy and initiative
- Good interpersonal skills
- Teamwork skills
- Ability to adapt
- Analytical and logical thinking
- Ethics
Company
LIMAGRAIN
Position localization
Job location
America/Carribean, Brazil
Location
Rua Pasteur, 463 - Batel, Matriz, Curitiba - PR, 80250-080, Brésil
Candidate criteria
Minimum level of education required
Bachelor's degree
Minimum level of experience required
3 years or more
Languages
English (4 - Fluent)