Application Support Engineer
Application Support Engineer
Posted on :
01-08-2025
Employer Active
1 Vacancy
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Job Description
Your role:
- Provide day-to-day operational support (e.g. configure system workflows forms reports and other application-level settings manage user access roles and permissions in line with security standards) to meet business needs for supported applications ensuring timely issue resolution and minimal service disruption.
- Troubleshoot and resolve technical issues escalating to external vendors when necessary.
- Analyze business and technical requirements translating them into functional system designs and configurations.
- Drive and manage small-scale initiatives change requests (CRs) or implementation projects related to supported systems. Test and deploy new application features upgrades and bug fixes.
- Develop user documentation and deliver training sessions to enhance end-user understanding and system utilization.
- Document system configurations processes user guides and procedures.
- Collaborate closely with internal IT teams business users and third-party vendors to ensure seamless system performance.
- Support and monitor system integration with other platforms (e.g. via APIs or middleware).
Qualifications :
- Bachelors degree in Computer Science Information Systems or a related technical field.
- Proven experience in application support or system administration (3 years).
- Hands-on experience with business platforms/systems such as CLM solutions (Concord) CRM solutions (Hubspot MS Dynamics CRM - Dynamics 365 Customer Engagement) Call Center solutions (Kiamo).
- Strong technical troubleshooting and analytical skills with the ability to solve complex application issues.
- Excellent communication and interpersonal skills with the ability to interact effectively with both technical and non-technical stakeholders.
- Demonstrated experience in system configuration requirements analysis and documentation.
- Ability to manage competing priorities and user expectations while navigating system limitations.
- Knowledge of support ticketing systems and ITIL-based service management practices is an advantage.
- Patience attention to detail and a proactive attitude towards continuous improvement and service delivery.
- Experience in software development (coding in any language and SQL knowledge) would be an additional asset.
- Fluency in English (B2) and French.
Additional Information :
Votre rle :
- Fournir un support oprationnel quotidien (par exemple : configurer les flux de donnes les formulaires les rapports et dautres paramtres applicatifs ; grer les accs utilisateurs les rles et les permissions conformment aux normes de scurit) afin de rpondre aux besoins mtiers pour les applications dans votre primtre tout en assurant la rsolution rapide des incidents et une interruption minimale du service.
- Diagnostiquer et rsoudre les problmes techniques avec escalade vers des prestataires externes si ncessaire.
- Analyser les besoins mtiers et techniques et les traduire en conceptions fonctionnelles et configurations du systme.
- Piloter et grer des initiatives de petite envergure des demandes de changement (Change Requests - CRs) ou des projets de mise en uvre lis aux systmes supports.
- Tester et dployer de nouvelles fonctionnalits applicatives des mises jour ainsi que des correctifs.
- Rdiger la documentation utilisateur et animer des sessions de formation pour amliorer la comprhension et lutilisation du systme par les utilisateurs finaux.
- Documenter les configurations du systme les processus les guides utilisateurs et les procdures.
- Collaborer troitement avec les quipes IT internes les utilisateurs mtiers et les fournisseurs externes pour assurer une performance optimale des systmes.
- Assurer le support et la surveillance des intgrations entre les systmes (par exemple via des API ou des plateformes intermdiaires).
Profil recherch :
- Diplme universitaire en informatique systmes dinformation ou dans un domaine technique connexe.
- Exprience confirme dans le support applicatif ou ladministration de systmes (minimum 3 ans).
- Matrise pratique de plateformes ou systmes mtiers tels que CLM solutions (Concord) CRM solutions (Hubspot MS Dynamics CRM - Dynamics 365 Customer Engagement) Call Center solutions (Kiamo).
- Solides comptences en analyse et en rsolution de problmes techniques avec capacit rsoudre des incidents applicatifs complexes.
- Excellentes comptences en communication et en relations interpersonnelles avec la capacit dinteragir efficacement avec des interlocuteurs techniques et non techniques.
- Exprience dmontre en configuration de systmes analyse de besoins et documentation.
- Capacit grer des priorits concurrentes et les attentes des utilisateurs tout en tenant compte des limites des systmes.
- La connaissance des outils de gestion dincidents et des pratiques ITIL est un plus.
- Rigueur sens du dtail et approche proactive oriente amlioration continue et qualit de service.
- Exprience en dveloppement logiciel (programmation dans un langage au choix et connaissances en SQL) serait un atout supplmentaire.
- Matrise de langlais (niveau B2) et du franais.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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