Overview
We are looking for a skilled and experienced Application Support Specialist to join our dynamic international team. In this role, you will provide Level 2 support for critical business applications, including CAQ, LMS, QMS and EAM systems. You will work closely with client stakeholders, application owners and third-party vendors to ensure the stability, performance and continuous improvement of the supported application environment. This opportunity would suit someone who enjoys problem-solving, working with a range of technologies and building strong client relationships.
Overview
We are looking for a skilled and experienced Application Support Specialist to join our dynamic international team. In this role, you will provide Level 2 support for critical business applications, including CAQ, LMS, QMS and EAM systems. You will work closely with client stakeholders, application owners and third-party vendors to ensure the stability, performance and continuous improvement of the supported application environment. This opportunity would suit someone who enjoys problem-solving, working with a range of technologies and building strong client relationships.
Key Responsibilities
- Provide Level 2 support for critical business applications.
- Troubleshoot and maintain supported applications to ensure their performance, stability and availability.
- Manage incidents, service requests, changes and problem tickets in line with ITIL processes.
- Collaborate with client stakeholders, application owners and third-party vendors.
- Develop a detailed understanding of the client’s application and technology environment.
- Support change and configuration management, system administration and validation activities, including Computer System Validation procedures within GxP-regulated environments.
- Manage application documentation, licence usage and user access controls.
- Identify and implement enhancements and process improvements within the application support scope.
- Participate in a rotating two‑shift schedule covering standard support hours from 08:00 to 22:00 CET.
- Participate in the team’s rotating 24/7 on‑call support schedule.
Requirements
Qualifications
- A bachelor’s degree or higher qualification in Information Technology or a related field.
- English language proficiency at C1 level or above.
Skills
- Strong analytical and problem‑solving skills, with the ability to identify gaps, propose solutions and support process improvements and automation.
- Broad IT knowledge, including cloud and on‑premises solutions, networks, databases and system integrations.
- The ability to troubleshoot applications and determine whether issues relate to the application, infrastructure, database or integration layer.
- A systematic and business‑focused approach.
- An interest in learning and working with new technologies.
- Strong written and verbal communication skills.
- Strong documentation and presentation skills.
- The ability to work effectively with remote stakeholders at different levels of seniority.
Experience
- Experience providing application support within a business or client‑facing environment.
- Experience using ServiceNow or a similar IT service management tool.
- Experience managing incidents, service requests, changes and problem tickets in line with ITIL processes.
The following would be advantageous:
- Technical experience with Windows, Linux, Microsoft SQL Server, Oracle Database, Azure, PHP or C#.
- Familiarity with software development lifecycle frameworks and Computer System Validation.
- Experience working in Agile environments.
- Experience with software validation and documentation in regulated environments, including installation testing and design specifications.
- Knowledge of ISO 13485, Good Manufacturing Practice requirements or FDA 21 CFR regulations.
- Knowledge of coding standards and technologies such as Java, LotusScript, Notes, JavaScript, HTML, CSS and VBA.
- Experience assessing whether incidents are caused by customised or standard system functionality.
- Knowledge of system integrations, APIs and middleware tools such as SAP PI or MuleSoft.
- Experience providing training and support to system users and colleagues across global locations.
