Spécialiste support fonctionnel IT
Core
IT functional support specialist serving as the primary contact for business users regarding application usage, incident resolution, and process improvement.
Role type
Functional IT Support Specialist (N1/N2)
Builds
IT support processes, knowledge base, user training materials, and application documentation
Domain
IT Services / Business Applications
Deliverable
dashboards & analysis
Required skills
Functional application support, ITSM tool management, incident qualification and tracking, user training and documentation creation, change management participation, business process understanding
Preferred skills
Microsoft Dynamics 365 Business Central, Microsoft Dynamics CRM, Freshdesk, self-service development
Technologies
Microsoft Dynamics 365 Business Central, Microsoft Dynamics CRM, Freshdesk, ITSM tools
Responsibilities
Provide N1/N2 functional support for business applications (ERP, CRM) and N1 for the work environment; Diagnose, qualify, and track incidents via ITSM; Follow up with application vendors for functional resolution; Develop and maintain the IT knowledge base; Train new employees and create training materials; Participate in application projects (UAT, functional testing, deployments); Contribute to IT support structuration and SLA analysis; Participate in the IT Change Advisory Board
Seniority
Mid-level, hands-on IC