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Application Support

Lisboa

Job description

We are looking for an Application Support Professional, almost fully remote, only needing to go the client's office in Lisbon, 2x a month.

The service to be provided has the main focus on providing support to clients on CYS Cybersecurity platforms.

The role includes:
  • Pilot & after Go-live Support: ensure familiarity with Pilot functionalities and processes, enabling effective guidance and resolution.
  • Delivering timely assistance to end-users, addressing questions, incidents, and any other service related inquiries.
  • Implement procedures for rapid incident identification and resolution, minimizing disruption to Pilot operations.
  • Performing fast paced and critical analysis on reported issues.
  • Collaborate with Change Management, Communications, and Knowledge teams to capture user input systematically, integrating findings into project refinements and enhancements.
  • Troubleshooting and resolving issues, reported by clients/handling incidents with complete issue information/analysis to other teams.
  • Providing guidance and assistance to clients with the use of the applications.
  • Escalating complex issues to higher-level support teams as needed.
  • Documenting and tracking support activities and resolutions, building up use-cases databases.
  • Identifying and recommending improvements to support processes and workflows.

Requirements

  • Senior Level - English fluent with advanced writing skills
  • Senior Level - 5 years working experience with application support (pref. international teams)
  • Senior Level - Incident management tools (e.g. Servicenow)
  • Senior Level - Experience in Knowledge management & documentation tools (sharepoint, wiki).
  • Senior Level - 1st and/or 2nd line support experience & coordination with other teams.
  • Senior Level - Microsoft Excel & Office (strong Excel & Powerpoint skills).
  • Mid-Level - ITIL Foundations certification / knowledge.
  • Junior Level - Experience in Cybersecurity platforms & vulnerability handling guidelines.
  • Senior Level - Being proactive & communicative.
  • Mid-Level - Team player, willing to learn and adopt new skills, with critical thinking

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