Description
Criterion Application Support Specialist wanted for our end client in The Hague!
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Hourly rate: 65,00 Euros
About the role:
The Application Support Specialist is responsible for the day-to-day support of IT Services and is a key integrator role within the organization in providing effective services meeting the service level agreements.
Primary responsibilities are application support special activities for a set of the P&T applications, manage a set of infrastructure & application services, and manage transition implementation and support standardizations activities.
Responsibilities:
- Application Support specialist for a set of Business applications
o Support specialist for the CRI/Criterion Business applications, including: RCM, Maximo, ICA, MAUT, and Lotus Notes.
o Manages the performance of the application support activities against the agreed SLAs, drives actions to remediate deficiencies
o Takes responsibility for its effectiveness.
o Provides consultation to the Service Desk Team and support teams on ticket routing, resolution or priority.
o Oversees change approvals for all changes impacting the application landscape and transition to support activities.
o Act as quality assurance on the day to day overall operation and ensure compliance to process standards and controls.
- Managing and ensuring app support for CRI/Criterion plants
o Interface with the business to understand requirements
o Maintain business knowledge to support solutions
o Track and manage issues
o Drive support standardization and improvement activities
- Ensure operational delivery of infrastructure services, for the CRI/Criterion business, through monitoring and reporting on key services, and ownership and escalation of issues.
o Identifying opportunities to improve Service Delivery and Service Performance and handoff to relevant teams for action/implementation.
o Maintaining a register of integration issues being handled, track progress and assure the agreed action parties follow up recommendations for improvements.
- Manage Infrastructure & application services
o Non-GI Windows Update Service for retained Infrastructure
o CITRIX Server Application Support
- Transition implementation and support standardizations
o Indentify areas for simplifications
o Drive plans to standardize support activities
o Drive transition plans for the activities moving into the team
- Represent in the Enterprise Process Network (EPN) for Incident and Problem Management
o Liaise with the Service Manager Application Support design team by giving input on suggested improvements
o Provide Input for process updates and implementations
o Act as the Incident Mgt and Problem Mgt Subject Matter Expert
o Ensure the supporting tooling is kept evergreen
o Manage the process to keep the tooling evergreen with updated P&T access and data
Technical Skills and Experience:
MANDATORY:
- Degree level qualification (or equivalent) as a minimum, preferably in a technical or scientific discipline. Minimum of 4 years of experience in various IT or Application or technology related areas.
- Proven track record of delivery is essential
- Proven track record in leadership and change management capabilities
- Strong interpersonal skills with experience in building credibility with key stakeholders
- Competence in Lotus Notes
- Team Player experience of working virtually and with cross cultural teams
- Ability to deal with uncertainty
- Strong communication and influencing skills
Project Management (PM) for IT projects - manage small (Familiarisation with the Change management and Incident management processes) (ITIL)
Is this you? Apply now with your ENGLISH CV, a short motivation and your hourly rate!