Application Support

4 weken geleden

Amsterdam, Noord-Holland, Nederland Tony's Chocolonely Voltijd

We are looking for an Application Support Coordinator to join our team based in Amsterdam The #1 goal is to make sure users can use all our IT applications effectively to the best of their abilities to support the goals of the organization.

As our Application Support Coordinator you are, together with our IT Support Engineer, the gatekeeper for all IT tickets. You investigate tickets, solve issues in 1st line and (re) route tickets to the right support group. Together with IT Support Engineer, you'll be responsible for guarding the solution windows so tickets are resolved within SLA and keep communication with Tony's on open tickets. Your focus will be on our core systems: ERP (Business Central), MiddleWare (Boomi), Forecasting (Jedox), E-commerce (Shopify), CRM (Salesforce) and Office 365.

You'll be on top of developments and align together with our Business Partners, Enterprise Architect and Head of IT which developments can support our business. You'll experiment, design, build and test new tools prior to implementation and contribute to efficient business processes by innovating with the tools & systems we use.
You will be an integral part of the IT team and report directly to the Head of IT. On a daily basis you will work closely with our IT Business partners, Integration specialist, IT Support Engineer and IT cloud & systems engineer. This is a fantastic opportunity for a tech-savvy professional who wants to be part of something truly revolutionary.

Here's what you'll do:
  • Manage the ticket backlog in HALO ITSM by performing first investigation and take ownership of providing a solution.
  • You take pride in increasing the percentage of 1st line success rate. You own it.
  • Minimize the impact of incidents by providing first-level support, analysis, and following escalation procedures – because every IT hiccup deserves a hero.
  • Have daily meetings with the integration team and work on issue resolution in real-time.
  • Communicate with the Business team for quick resolution of data-related tickets in the Middleware/ERP/CRM/E-com landscapes.
  • Communicate with issuer on status of the tickets and getting all the relevant information.
  • (re)set the right prioritization and route to the right solution group (2nd or 3rd line)
  • Create up-to-date and meaningful knowledge base items for recurring issues, promoting self-help, and reducing the need for IT tickets.
  • Ensure users can use the tools optimally by developing and conducting training on our core systems.
  • Answer any functional questions related to the applications and process service requests.
    • Demonstrated experience with / interest in Office 365, Salesforce, Business Central, Shopify and Jedox.
    • Strong affinity and interest in above mentioned IT applications; interest in hardware/network is a bonus
    • Proven experience with ITSM tooling, HALO ITSM is a pre.
    • Interest and ability to learn basic business processes, like order and financial flows relating to all of our systems
    • Basic knowledge of ITIL processes.
    • Ability to determine and overwrite priorities.
    • You are eager to learn new skills, discover new applications and ways to improve way of working.
    • Juggling different balls at the same time is not a problem, you can remain focused working on projects, and also deliver on the day-to-day tasks
    • Believe wholeheartedly in Tony's mission. You live our core values: outspoken, willful, entrepreneurial and makes you smile.
    • Raise the bar. Challenge yourself and team Tony's to increase our ambition and to accomplish our mission. Make mistakes along the way and learn from them.
    • We are all about being more in person than apart. This means we offer flexibility but see each other in the office on average 3 days a week. More is fine
    • Last but not least, you can deal smoothly with the challenges that come with a growing company, and positively contribute to team Tony's performance.

      Sounds like You?
      Are you passionate about making a difference in the world? Look no further If you're ready to take the chocolate industry to new heights with us, we'd love to hear from you Please send your direct application, no agencies. We can't wait to hear from you
      Everybody is welcome to apply. From classics to limited editions, we know that different flavours make life more inspiring. And not just in our chocolate assortment. At Tony's, we welcome everyone with equal enthusiasm – regardless of race, colour, age, gender, sexual orientation, nationality, disability or veteran status. Crazy about chocolate, serious about people.

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