Specialist Business Application Support 1

Boehringer Ingelheim; Muntinlupa; Hybrid; PHP 400,000 - 700,000; Full time

Job summary

The Specialist, Business Application Support at Boehringer Ingelheim will provide user support for GBS applications, coordinating with Governance, Enablement and Strategy and Process & Program Management teams. The role requires handling queries, analyzing issues, and maintaining knowledge articles while collaborating across IT and business stakeholders.

The ideal candidate has at least 2 years in technical or end-user support, experience with Office 365, ticketing systems like ServiceNow/JIRA,

Qualifications

• Bachelor's degree or equivalent experience.
• Experience in a shared service environment is a plus.
• Fluency in English is a plus.
• Experience with Office 365 and Microsoft applications.
• Experience with reporting and data presentation.
• Familiarity with ticketing systems (ServiceNow, JIRA).
• Strong communication, analytical and interpersonal skills.
• Ability to work in a hybrid schedule.

Responsibilities

• Process incoming queries from Key/End-user community.
• Ensure timely support for business process concerns, errors or improvements.
• Analyze processes and system-errors and escalate to experts for resolution.
• Support business process updates and system releases.
• Engage in regular alignment meetings with stakeholders.
• Document issues, resolutions and troubleshooting steps in ticketing system.
• Create and maintain Knowledge Base Articles and manuals.

Skills

Communication skills

English fluency

Analytical thinking

Team player

Proactivity

Education

Bachelor's degree or equivalent

Tools

ServiceNow

JIRA

Office 365

Reporting tools

Job description

Job Description:

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.

Minimum Requirements

• 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

Our Company

Boehringer Ingelheim is a biopharmaceutical company active in both human and animal health. As one of the industry's top investors in research and development, the company focuses on developing innovative therapies that can improve and extend lives in areas of high unmet medical need. Independent since its foundation in 1885, Boehringer takes a long-term perspective, embedding sustainability along the entire value chain. Our approximately 54,300 employees serve over 130 markets to build a healthier and more sustainable tomorrow. Learn more at www.boehringer-ingelheim.com.

Why Boehringer Ingelheim?

With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.

Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.

Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.

Want to learn more? Visit https://www.boehringer-ingelheim.com