IT Applications Support Analyst

How will you CONTRIBUTE and GROW?

SAP IT Applications Support Analyst to provide tier 1 support to SAP application users. This position will report to the SAP Service Desk Manager. The current team includes five SAP Support Analysts supporting 12K+ Airgas users during normal business hours (M-F 7 am - 7 pm EST) and non-business hours for emergency issues only. Must speak and write in fluent English and French.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

• Customer-Centric Support:  Provide professional first-level support to 12K+ Airgas internal customers via email and phone during normal hours of operation

• Business Context Troubleshooting: Resolve technical SAP issues (such as front-counter transaction failures, printing, and credit card processing) by analyzing the specific business impact on customer-facing operations

• Incident Management: Log and document all inquiries in the ticketing system (iSupport), aiming for first-contact resolution

• Effective Escalation: When escalation is necessary, provide comprehensive technical and business details to Level 2 teams to ensure a seamless handoff

• User Provisioning: Manage user access, including onboarding new hires, status changes, terminations and troubleshooting access-related issues

• Team Collaboration:  Collaborate with the SAP Service Desk team, SAP How To Team, Central Help Desk to share knowledge, seek assistance and assist team members

• Continuous Improvement: Proactively identify potential major incidents and highlight them. Contribute to the team's knowledge base and standard operating procedures (SOPs) to reduce recurrent issues and improve first-contact resolution rates

• Documentation: Maintain and update standard operating processes and procedures

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Are you a MATCH?

Required Education:

• Bachelor’s degree in management information systems, computer science, and/or business, or equivalent work experience

Required Length & Type of Experience:

• 5+ years of work experience in a first level IT Support role

Knowledge, Skills & Abilities: 

• Experience working with SAP S4 HANA version 2022

• Familiarity with any of the SAP modules (SD, FICO, MM, IM, PP, WMS, PM)

• Experience working with SAP GRC 12.0

• Experience working in a ticketing system (iSupport, ServiceNow or similar)

• Experience in relevant Google Applications, including Docs, Sheets and Gmail

• Excellent customer service skills with the ability to connect, consult and complete interactions with internal customers via phone and email in a courteous and professional manner 

• Excellent oral and written communication skills with the ability to understand and document business issues

• Demonstrate effective problem-solving by analyzing the business context and exploring solutions within the team before escalating

• Ability to work in a fast paced environment 

• Ability to work between M-F 7 am - 7 pm EST  (typical shift is 8 hours but hours may vary) and during non-business hours for emergency issues only

• Fluent in English (required)

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.