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Application Support Professional - English Speaker

Lisboa

Descrição da posição

We are looking for an application support professional to provide support to clients on CYS Cybersecurity platforms. This position is 
primarily remote with required in-office attendance two days per month.

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).
  • Junior Level - Experience in Cybersecurity platforms & vulnerability handling guidelines.
  • 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.
  • Senior Level - Being proactive & communicative.
  • Mid-Level - Team player, willing to learn and adopt new skills, with critical thinking.


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