Purpose of the Job / Position Summary: The Enterprise App Support Specialist within the shared service center is responsible for providing technical support and maintenance for enterprise applications, ensuring their smooth operation and alignment with business needs. This role involves troubleshooting issues, implementing updates, and optimizing application performance to enhance user satisfaction and productivity. The specialist plays a critical role in maintaining the reliability and efficiency of enterprise applications across the organization. 

Business Complexity / Context: Operating within a complex manufacturing environment, the Manufacturing App Support Specialist must navigate various software applications and systems integral to production processes. The role demands an understanding of manufacturing workflows, system dependencies, and the ability to address technical issues promptly to minimize production downtime. Coordination with multiple stakeholders, including IT and manufacturing team, is essential to align support efforts with business objectives. 

Key Responsibilities:

• Support enterprise applications through effective incident and service request management, ensuring timely resolution and user satisfaction.

• Provide technical support for enterprise applications, troubleshooting issues and resolving them promptly.

• Perform regular maintenance and updates to ensure applications are running smoothly and securely.

• Collaborate with development and operations teams to integrate applications with existing systems and optimize performance.

• Monitor application performance and usage, identifying and addressing potential issues before they impact users.

• Develop and maintain documentation related to application support processes and procedures.

• Ensure compliance with security standards and best practices, implementing appropriate controls and safeguards. 

• Assist in the evaluation and implementation of new applications and technologies to support business needs.

• Provide training and support to end-users on application features and functionalities.

• Coordinate with Apps Management and Delivery CoE and 3rd party support vendors to resolve application-related issues. 

Core KPIs:

• Application Uptime Percentage

• Percentage of Incident Tickets Resolved Within SLA Targets

• Percentage of Service Request Tickets Resolved Within SLA Targets

• User Satisfaction Ratings for Enterprise Apps Services 

Stakeholder Collaboration:

• App Management & Delivery CoE

• Transformation Management Team

• Business Owners and Business Users 

What you bring: The ideal candidate brings a robust background in enterprise application support within a shared service center environment. They possess hands-on experience with various enterprise applications, combined with a strong understanding of performance optimization, security practices, and user support. The candidate is technically proficient, problem-solving oriented, and capable of working effectively with multiple business units. 

Knowledge & Experience:

• Bachelor’s degree in computer science, Information Technology, or a related field.

• Proven 5+ years’ experience in supporting enterprise applications in a shared service center environment.

• In-depth knowledge of enterprise application management and support.

• Experience with performance monitoring and optimization tools.

• Familiarity with ITIL processes and best practices.

• Excellent written and verbal English language proficiency. 

Skills:

• Proficiency in troubleshooting and resolving application-related issues.

• Strong skills in application maintenance and updates.

• Excellent communication and collaboration abilities.

• Knowledge of security practices and compliance requirements.

• Effective training and support skills for end-users.

• Ability to manage and optimize application performance. 

Competencies & Proficiency Level:

• Technical Proficiency: Advanced - Demonstrates mastery in managing and supporting enterprise applications, efficiently addressing technical challenges.

• Problem-Solving: Advanced - Effectively addresses complex application issues, applying strong analytical skills and innovative solutions.

• Communication: Intermediate - Clearly communicates technical concepts and solutions to stakeholders, providing support and training as needed.

• Collaboration: Advanced - Works seamlessly with various business units and IT teams to support and optimize enterprise applications.

• Adaptability: Intermediate - Adjusts to evolving technology trends and project requirements, embracing new tools and techniques as needed.

Note: Recommended proficiency levels: Beginner, Intermediate, Advanced, Expert, Master. 

Values & Behaviors:

• Team collaboration

• Timeliness

• Attention to details

• Service Orientation & Customer Focus

• Accountability & Excellence

• Integrity & Confidentiality

• Continuous Learning & Improvement

• Proactive Problem-Solving Mindset