Specialist, Business Application Support

Boehringer Ingelheim GmbH; Philippines; Hybrid; PHP 500,000 - 900,000; Full time

Job summary

Boehringer Ingelheim GmbH in the Philippines is seeking a Specialist, Business Application Support to help user communities of GBS applications. You will coordinate with Governance, Enablement and Strategy and Process and Program Management teams to deliver timely support and informed solutions.

The ideal candidate has at least 2 years in technical or end-user support, a bachelor’s degree or equivalent, and experience with Office 365, reporting, and ticketing systems like ServiceNow or JIRA.

Qualifications

• 2+ years in technical or end-user support roles.
• Bachelor’s degree or equivalent experience.
• Shared service environment exposure is a plus.
• Fluency in English is a plus.
• Experience with Office 365 and Microsoft apps.
• Experience in reporting and data presentation.
• Knowledge of ticketing systems (ServiceNow, JIRA).
• Strong communication, teamwork, and proactive attitude.

Responsibilities

• Process incoming queries from Key/End-user community.
• Ensure timely support for business process concerns, errors, and service requests.
• Analyze processes and system-errors, escalate when needed.
• Support updates/releases and related improvements.
• Engage in alignment meetings, sprints, and focus calls with stakeholders.
• Maintain records of issues, resolutions, and troubleshooting steps in the ticketing system.
• Create, update and maintain Knowledge Base Articles and Process Manuals.

Skills

Strong communication

Office 365

Reporting & data presentation

ServiceNow/JIRA

Analytical skills

Team player

English proficiency

Education

Bachelor's degree or equivalent

Tools

ServiceNow

JIRA

Job description

Specialist, Business Application Support

The Position

An exciting job opportunity is now open as a Specialist, Business Application Support in our team. The successful candidate will be responsible to support user communities for the applications under GBS with close coordination with stakeholders in Governance, Enablement, and Strategy (GES) and Process and Program Management (PPM).

Duties and Responsibilities

• You will process incoming queries from Key/End-user community.
• You will ensure timely support for any business process related concerns, errors, and/or suggestions for improvement or any single service requests.
• You will analyze processes and system-errors, solve and/or endorse complex issues to business experts or IT colleagues for further resolution.
• Ensure timely support for any business process updates/system releases related to improvement or any single service requests.
• You will engage, drive, participate, and facilitate regular alignment meetings, sprints, and focus calls with all involved stakeholders (e.g. GBS teams, business process experts, IT, and key/end users).
• Create and maintain thorough records of issues, resolutions and troubleshooting steps in ticketing system (e.g., ServiceNow)
• Create, update and maintain Knowledge Base Articles & Process Manuals.

About our Future Employee

The candidate should have at least 2 years of professional experience in technical or end user support roles.

• At least a bachelor’s degree or any equivalent experience with the role.
• With exposure in a shared service environment and familiarity in GXP and Non-GxP is advantage.
• Communication skills (oral, written, presentation). Fluency in English is a plus.
• Experience in Office 365 and various Microsoft Applications.
• Experience in Reporting and Data Presentation.
• Knowledge in Ticketing System (i.e., ServiceNow, JIRA).
• Team player with strong analytical, interpersonal, and negotiation skills as well as an independent way of working.
• Strong customer mindset combined with high service orientation, and proactivity.
• Agility in working on a shifting schedule and hybrid work setup.
• Ability to learn new topics quickly and to transport knowledge to others.