IT Applications Support Analyst, Bilingual French, English

🕒 April 25

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Air Liquide

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10,000+ employees

Air Liquide is a world leader in gases, technologies and services for industry and healthcare. Present in 72 countries with 67,800 employees, the Group serves more than 4 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the Group’s activities since its creation in 1902.

📋 Description

• Provide tier 1 support to SAP application users • Provide professional first-level support via email and phone, troubleshooting technical SAP issues for internal customers • Log all inquiries in the ticketing system (iSupport), aiming for first-contact resolution, and escalating to Level 2 teams with comprehensive details when needed • Manage user access through provisioning, including onboarding new hires, processing status changes, and handling terminations • Proactively identify potential major incidents and contribute to continuous improvement by updating the team's knowledge base and standard operating procedures (SOPs) • Translating documentation and user communications from English to French

🎯 Requirements

• A university degree is preferred (Bachelor’s degree in Computer Science or Information Technology) or equivalent experience/training in a business-related field • More than 5 years of professional experience in a first-level IT support role • Experience working on the SAP platform • Experience working with SAP S/4HANA version 2022 • Knowledge of one of the SAP modules (SD, FICO, MM, IM, PP, WMS, PM) • Experience working with SAP GRC 12.0 • Experience working with a ticketing system (iSupport, ServiceNow, or similar) • Experience managing user access rights in SAP (preferred) • Excellent customer service skills, with the ability to establish contact, advise, and interact with internal clients via phone and email in a courteous and professional manner • Ability to effectively resolve issues by analyzing the business context and exploring solutions within the team before escalating them • Ability to work in a fast-paced environment • Ability to work Monday through Friday, 7 a.m. to 7 p.m. (Eastern Time) (the typical workday is 8 hours, but schedules may vary)

🏖️ Benefits

• medical, dental, and vision plans • short-term and long-term disability • life and accidental death and dismemberment (AD&D) insurance • Employee Assistance Program (EAP) • pre-tax commuter transportation benefit • parental leave • vacation • sick time • floating holidays • jury duty and funeral/bereavement leave • paid holidays for all eligible full-time employees • a 401k plan with company matching funds • tuition reimbursement • discounted college tuition for eligible employees’ dependents • Airgas Scholarship Program for dependent children