Functional Application Support Specialist

The Functional Application Support Specialist acts as a subject matter expert to enable efficient use of the PAM application, providing Level 2 functional/application support to end-users and assisting with problem resolution. The role includes capacity building, data quality monitoring, root cause analysis, and supporting new solution releases and training.

Responsibilities

• Resolves standard user requests regarding PAM functionalities and administers the application.
• Follows-up on ticket resolution with users and ensures complete and timely documentation.
• Participates in the resolution of questions asked by users through various channels.
• Collaborates with the larger support community covering other interrelated applications and transfers.
• Monitors data quality, interacts regularly with a network of key users / data focal points to resolve data quality issues and instructs end users.
• Verifies the quality of institutional reports generated in the application.
• Anticipates, identifies, performs root-cause analysis and documents recurrent issues related to PAM by regularly updating the Knowledge Database.
• Diagnoses, describes and reports malfunctions accurately and suggests solution improvements.
• Acts as bridge between end users and the product team.
• Participates in testing of new solution versions.
• Contributes to the creation & maintenance of PAM learning and support materials and organizes Webinars and online trainings for new and existing users.

Requirements

• University degree, preferably in Business Administration, Information Management Systems, Engineering or equivalent studies.
• 5+ years of end-user functional support experience along with 3+ years’ experience in data management and analysis and exposure in various business management systems.
• Experience in training delivery or training materials development such as online tutorials is an advantage.
• Experience with working on projects / product management and exposure to change management techniques are an advantage.
• Knowledge of Customer Relationship Management (CRM), web & mobile technologies and Business Intelligence (BI) Tools (configuration, interface etc.) is an asset.
• Knowledge of Support Ticket System (Service Now, Jira, VSM, vFire etc.) and of Azure Dev Ops (TFS) is an advantage.
• English and Spanish proficiency are a must; knowledge of French is an asset.
• Excellent oral and written communication and listening skills.
• Adept at collecting, synthesizing, interpreting, and summarizing data.
• Excellent presentation and pedagogical skills, able to explain and illustrate complex concepts and understand difficulties of learners.
• Sense of initiative and ability to critically examine issues and find constructive solutions.

Skills

• Functional Application Support
• IT End User Support
• Data Management
• Data Analysis
• Business Management Systems
• Training Delivery
• Training Material Development
• Project Management
• Change Management
• Client Relationship Management
• Web Technology
• Mobile Technologies
• Business intelligence tools
• Support Ticket Systems
• Azure Dev Ops
• Root Cause Analysis
• Capacity Building
• Data Quality Monitoring
• Presentation Skills
• Pedagogical Skills

Languages

English, Spanish, French