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Senior Solution Support Analyst

2 semanas atrás

Lisboa, Lisboa, Portugal Hays Tempo inteiro

Havi Tech Hub | Business Partnering, Internal Products | SAP Support

Your new Company

Havi
, a global leader since 1974, employs over 10,000 people and serves customers in more than 100 countries. Specializing in the foodservice industry,
Havi
provides innovative supply chain and logistics solutions, including analytics, planning, distribution, and freight management.

Havi's
diverse teams collaborate seamlessly across locations and functions, embodying a spirit of integrity and creativity to serve their customers in the best way possible.

Your new Role

As a
Solution Support Analyst
, you will be responsible for providing technical support and assistance to customers or internal teams in an organization. Its primary focus is on resolving issues related to software applications, systems, and technology solutions for P2P, O2C and R2R processes.

This role will support the Solution Support Manager in enabling a 24/7 support model for business-critical applications and will assist the Solution Owners in solution analyses, design, development, and testing.

You will work closely with end-users, IT teams, solution analysts, application developers, and external partners to enhance application performance and ensure optimal functionality.

You will be responsible for:

  • Solution Support
    – Provide timely and effective technical support to end-users, customers, or internal teams experiencing issues with software applications, systems, or technology solutions;
  • Issue Resolution
    – Diagnose and troubleshoot technical problems, identify root causes, and develop solutions to resolve issues. This may involve remote assistance, phone support, or on-site visits;
  • Quality Assurance
    – Test software updates, patches, and new releases to ensure they do not introduce new issues or conflicts with existing solutions;
  • Monitoring
    – Continuously monitor systems and applications to proactively identify and address potential issues before they impact users;
  • Documentation
    – Maintain detailed records of customer or user inquiries, issues, and resolutions in a ticketing system or knowledge base. Document issues and create solutions for common problems;
  • Customer Satisfaction
    – Ensure high levels of customer satisfaction by resolving issues promptly, effectively, and courteously. Collect feedback and provide insights for product improvement;
  • Knowledge Sharing
    – Stay updated on industry trends, best practices, and emerging technologies. Share knowledge and expertise with the support team and other stakeholders;
  • Training
    – Provide training and guidance to users or customers on how to effectively use software applications or systems to minimize future issues;
  • Communication
    – Communicate technical information and solutions clearly to non-technical users, ensuring they can understand and implement the necessary steps to resolve their issues;
  • Collaboration
    – Collaborate with cross-functional teams, including Developers, System Administrators, and Quality Assurance teams, to address complex technical problems and implement fixes or improvements;

What you will need to succeed

As a
Solution Support Analyst
you will need:

  • Bachelor's degree in Business Administration, Logistics, Information Technology, or equivalent work experience;
  • Certifications in IT Support or in Software/Systems (would be a plus);
  • +3 years
    of experience working in Solution Support or a related IT role;
  • Previous experience in the
    Supply Chain
    ,
    Logistics
    , or related fields (would be a plus);
  • Experience on
    IT Support Levels
    (L1, L2, L3 and L4);
  • Experience with end-to-end business processes and app configurations;
  • Proficiency in several software applications, operating systems, and troubleshooting tools;
  • Experience with
    ERP
    and
    SAP
    (FI, MM, and SD) technical support and assistance to end users;
  • Excellent problem-solving skills to diagnose and solve technical issues efficiently;
  • Ability to maintain detailed records and create clear and concise documentation;
  • Analytical mindset to identify patterns and trends in technical issues;
  • Experience working in multicultural teams and complex organizations;
  • Ability to work in a fast environment and to manage multiple priorities;
  • Excellent communication skills – Fluency in English.

What the Company can offer you

Have the opportunity to join a cross-functional team in an international company with a multicultural working environment

Next Steps

If you are interested in this opportunity, please send us your updated CV. If you are looking for another type of professional challenge, please contact us to discuss other career opportunities, always in complete confidence.