Specialist, Business Application Support 1

Boehringer Ingelheim GmbH; Hinoba-an; Hybrid; PHP 391,000 - 614,000; Full time

Job summary

Boehringer Ingelheim GmbH in the Philippines seeks a Specialist, Business Application Support to assist user communities for GBS apps, coordinating with Governance, Enablement, and Strategy and Process and Program Management teams.

The role requires at least 2 years in technical or end-user support, a bachelor’s degree, experience in a shared service environment, English communication, and familiarity with Office 365, ServiceNow, and JIRA; offers a hybrid work setup in a dynamic environment.

Qualifications

• At least a bachelor’s degree or equivalent experience.
• With at least 2 years of professional experience in technical or end user support roles.
• Exposure in a shared service environment and familiarity in GXP and Non-GxP is advantageous.
• English communication is a plus.

Responsibilities

• Process incoming queries from Key/End-user community.
• Ensure timely support for business process related concerns, errors, and/or improvement suggestions or service requests.
• Analyze processes and system-errors, resolve or escalate to business experts or IT colleagues.
• Ensure timely support for business process updates/system releases related to improvements or service requests.
• Engage and facilitate alignment meetings, sprints, and calls with stakeholders (GBS teams, process experts, IT, end users).
• Create and maintain records of issues, resolutions and troubleshooting steps in the ticketing system (ServiceNow).
• Create, update and maintain Knowledge Base Articles & Process Manuals.

Skills

Communication

English fluency

Analytical

Team player

Education

Bachelor's degree

Tools

ServiceNow

JIRA

Office 365

Microsoft Applications

Job description

Specialist, Business Application Support 1

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.