ABOUT THE ROLE
In this role, you will provide advanced application support for enterprise workflow systems used for grants, experts, and procurement management.
You will handle incidents, service requests, problems, and changes, monitor production applications, analyse logs and database data, and coordinate resolution across multiple technical and business teams.
RESPONSIBILITIES
- Provide advanced end-user guidance and support for business applications and ICT tools
- Manage incidents, service requests, problems, and changes through ticketing systems
- Categorize, prioritize, track, and escalate tickets based on impact, urgency, and SLA requirements
- Record and analyse application issues to ensure clear traceability and effective resolution
- Monitor production workflow applications and identify defects through database and server log analysis
- Log and escalate software defects to development and technical teams
- Provide timely status updates and ensure resolution in line with agreed SLAs
- Maintain knowledge articles, known-issue documentation, and support procedures
- Transfer knowledge to colleagues and support continuous improvement of service processes
- Coordinate analytical and technical issues involving multiple teams
- Organize regular coordination meetings, track actions, and prepare meeting minutes
REQUIREMENTS
- Bachelor’s-level university degree or equivalent with 12+ years of professional IT experience
- Strong experience providing end-user support for enterprise information systems
- Good knowledge of ITIL 4 practices, including Incident Management, Request Fulfilment, Knowledge Management, and Problem Management
- Experience with ITSM platforms such as ServiceNow or Jira Service Management
- Experience with remote support and advanced troubleshooting techniques
- Strong understanding of business workflow applications and related business processes
- Knowledge of financial processes in public and/or private-sector environments
- Ability to understand requirements and behaviour of web applications and web services
- Strong practical experience with Oracle RDBMS and SQL
- Experience with SoapUI
- Knowledge of Activiti BPM is an asset
- Experience analysing application and server logs
- Knowledge of wikis, collaborative platforms, and office productivity tools
- Strong ticket triage, prioritization, escalation, and SLA management skills
- Excellent documentation, communication, coordination, and stakeholder-management skills
- Ability to work independently and within international, multicultural teams
- English or French proficiency at B2 level or higher; strong English communication skills are mandatory
SoftServe is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, ancestry, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, citizenship, disability, health condition, marital or family status, veteran status, or any other characteristic protected by applicable law.
