Groupe Limagrain Holding
Location
Curitiba, PR | Brazil
Job description
Main activities
SIS Application Management
- Provide high quality, efficient service and assistance to users.
- Provide functional knowledge of applications and understanding of the user's business.
Manage the ticket backlog in the internal tool, ensuring ticket qualification.
- Ensure proper qualification of tickets: incident, request, data management and their correct escalation.
- Resolve tickets in compliance with Limagrain IT SLAs.
- Ensure that incident tickets are processed through to closure, with the support of the Product teams in the case of complex support (L3).
- Ensure that request tickets are qualified and passed on to the Product team.
- Ensure that data management tickets are processed through to closure, with the support of the Data Management team.
Knowledge documentation for SIS applications
- Ensure that our users have up-to-date documentation on the use of our applications.
- Document simple support cases in the KB IT so that level 1 support teams can intervene on SIS support activities.
On-site and remote user training for SIS applications
- Be the quality trainer for our applications.
- Know our scientific context, to facilitate exchanges with our internal customers.
- Provide essential information for training on our tools.
- Build a relationship of trust and proximity with users, so as to provide them with the details they need to enhance their efficiency with SIS applications.
- Alternate between the ability to help users understand the solution as a whole (global vision) and the sense of detail required for optimal use of SIS applications.
Application usage reporting
- Perform SQL queries to highlight information and deliver impactful presentations.
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