Are you passionate about IT and enjoy understanding business needs in order to identify the right technology solutions to address them? Do you combine an analytical mindset with a strong user focus and a willingness to learn? Are you genuinely interested in artificial intelligence, automation and new technologies?
Then WE are looking for YOU!
What will be your responsibilities?
As a Business & Applications IT Support, you will play a key role in the functional support of our business applications. You will be the first point of contact for our users and act as the link between them and the technical teams, helping to ensure the smooth operation of our tools and a high-quality user experience.
Your main role will be to understand users’ needs, analyse issues, find solutions and contribute to the continuous improvement of our applications and processes.
Your role is therefore clearly different from that of a developer, network engineer, cybersecurity specialist or Business Analyst. You are first and foremost focused on application support, users and solutions, with a strong interest in new technologies, automation and artificial intelligence.
User Support
- Provide first-line functional support for our business applications
- Diagnose and resolve incidents and common requests
- Follow up on tickets through to resolution
- Keep users informed about the progress of their requests
- Escalate more complex incidents to the appropriate teams
- Ensure a high-quality service and a high level of user satisfaction
Application Support & User Needs
- Listen to the needs, expectations and challenges of our users
- Analyse requests to identify their root causes and operational impact
- Gradually develop a strong understanding of the business processes supported by our applications
- Understand the interactions between the different applications within the organisation
- Assess the impact of incidents or changes on users, teams and other applications
- Act as the bridge between users and technical teams
- Identify opportunities for improvement and bring them to the attention of the relevant stakeholders
Business Applications
- Support and monitor the smooth operation of various applications used within the group, such as Agresso, Salesforce, Field Service, WeTrace, AQManager, planning tools, etc.
- Check the proper functioning of applications in production
- Perform functional testing following fixes, updates and changes
- Participate in the deployment of new versions
- Identify, document and follow up on application issues
- Manage user access and permissions
- Participate in the validation of changes before they are released into production
Data & Quality
- Monitor the quality and consistency of data within the applications
- Perform simple data extractions
- Carry out first-level checks and analyses
- Assist in correcting inaccurate or inconsistent data
- Verify the consistency of information across different systems
Documentation & Knowledge Management
- Write and maintain support procedures
- Document recurring incidents and their solutions
- Contribute to and maintain our internal knowledge base
- Document best practices for using applications
- Contribute to the continuous improvement of functional and operational documentation
Collaboration & Continuous Improvement
- Collaborate with developers, system administrators and other IT teams
- Participate in application and incident follow-up meetings
- Contribute to functional testing and validation phases
- Identify recurring issues and propose improvement opportunities
- Contribute to the continuous optimisation of our support processes and application services
AI & Automation
- Use the available AI tools to improve support efficiency
- Leverage AI to accelerate information searches, incident analysis, documentation creation and problem-solving
- Use AI solutions responsibly, securely and in compliance with our policies
- Identify repetitive tasks that could be automated
- Contribute to the implementation of simple solutions that address users’ needs, with the support of expert teams
- Gradually develop your understanding of application development to facilitate collaboration with technical teams
Your talents and background
- You have a bachelor’s or master’s degree in IT, Information Management, Economics or a related field
- Ideally, you have at least 3 years of experience in a similar role, such as application support, functional helpdesk, user support, etc.
- You have a strong analytical mindset and enjoy understanding the root cause of a problem in order to provide a sustainable solution
- You are user-oriented, a good listener and enjoy helping users resolve their issues
- You are curious, interested in new technologies and particularly passionate about automation and artificial intelligence
- You are able to work independently while knowing when technical expertise or escalation is required
- You are organised, pragmatic and structured, and able to manage multiple requests and priorities simultaneously
- You have a good command of the Microsoft 365 environment: Outlook, Teams, Excel, Word, SharePoint, etc.
- You have basic knowledge of SQL or are able to quickly develop the skills required to perform simple queries and first-level analyses
- You understand the basic principles of databases, data flows and interfaces between applications
- Knowledge of Salesforce is a plus
- You are interested in artificial intelligence and the opportunities it offers to improve process efficiency and support quality
- You are fluent in both French and Dutch, both verbally and in writing
- Knowledge of English is a plus
In addition to a challenging role, we offer you…
- Real opportunities to take initiative and develop your career within a stable, dynamic and people-oriented working environment
- The opportunity to further develop your expertise in areas such as artificial intelligence, automation, data and business applications
- A salary in line with your experience
- An attractive package of fringe benefits
- The possibility to work from home
- A permanent contract
Would you like to join a dynamic IT team, contribute to Iris’s digital transformation and put technology at the service of the business? Then don’t wait any longer and apply today!
