Application Support Analyst

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com

Role Summary

As an Application Support Analyst, you will play a critical role in providing technical support and assistance to end-users across various business applications, including, Manufacturing, Labs, Logistic, Finance, Facilities, HR, etc. Your responsibilities will encompass troubleshooting, resolving technical issues, documenting solutions, and collaborating with cross-functional teams. You will be expected to stay updated with IT trends and innovations, contribute to continuous system improvements, and maintain a high level of service quality. This role may require shift work and on call availability.

Technical skillset

To excel in this role, you should possess the following qualifications and skills:

• Desirable a degree in Computer Science, Information Technology, or a related field.
• Experience in IT support or software engineering.
• Proficiency in providing technical support and resolving queries.
• Strong communication skills, both written and spoken in English.
• Exceptional teamwork and collaboration abilities.
• Proficiency in ITIL best practices is required.
• Ability to perform well under stress and provide reliable solutions.
• Capacity to stay updated with IT innovations and trends.
• Desirable experience in application support in complex environments.
• Fluent in business English.
• Creative, analytical thinker with an outcome-focused personality.
• Willingness to participate in on-call duties.

Highly Desirable

Experience with the following applications, in order:

• TalkDesk
• Blackline
• DocuSign
• Condeco
• Zoom
• OnBase
• Brainware
• Emagia
• Blue Prism
• SmartCat
• Miro
• ShowPad

Duties and Responsibilities 

Your duties and responsibilities will include but are not limited to:

• Provides 2nd level Application/System end-to-end support experience for the customer as well as COTS components.
• Troubleshoots and identifies resolution for complex issues within defined SLAs using available workarounds or permanent fixes.
• Initiates and drives problem management activities.
• Participate in Incident and problem management according to ITIL standards.
• Creates and maintains system and service documentation, including knowledge sharing.
• Generates application reports using availability and performance management toolset.
• Fosters interaction and collaboration with customers, internal teams (i.e. L1, L3), and 3rd parties.
• Contributes to project specific task with/without technical lead function.
• Continuous improvement, both quality and efficiency wise in the areas of application monitoring.
• Resolve support tickets in a timely manner and escalate to third party or vendor support if necessary.
• Stay informed about technological advancements and trends in IT support.
• Troubleshoot and identify resolutions for complex issues within defined SLAs.
• Foster interaction and collaboration with customers, internal teams, and third parties. 
• Contribute to project-specific tasks with or without a technical lead function.

Person Profile

• Strong problem-solving skills.
• Excellent communication and interpersonal abilities.
• Analytical thinker with attention to detail.
• Ability to adapt to changing environments and learn new technologies.
• Self-motivated and results driven.
• Commitment to continuous learning and improvement.

Principal Contacts

You will collaborate closely with:

• End-users of various business applications.
• Business Partners
• Service Desk’s teams
• Cross-functional internal teams.
• Third-party vendors and partners.

#LI-Hybrid 

#LI-AR2

Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at [email protected].

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

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