Application Support Specialist

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hyva Full time

Hyva Group is a leading global provider of innovative and highly efficient transport solutions for the commercial vehicle and environmental service industries. The company is committed to the development, production, marketing and distribution of components used in hydraulic loading and unloading systems on trucks and trailers. Its products are used worldwide across a range of sectors including transport, construction, mining, materials handling and environmental services providers.

Founded in 1979, the company is headquartered in Alphen aan den Rijn in The Netherlands and operates in more than 110 countries with over 3,500 employees around the world. The Hyva Group encompasses more than 30 subsidiaries globally, with an extraordinary sales and service coverage and 14 production facilities in Brazil, China, Germany, India, and Italy, with more than 20,000 customers.

About The Role

As an Application Support Specialist in our brand new Regional Hub / Shared Services Centre (SSC) in Mid Valley City, Kuala Lumpur, you will have the opportunity to play a crucial role in ensuring the smooth operation of IT applications within Hyva. You are responsible for providing both technical and functional support, troubleshooting issues, and assisting Hyva colleagues globally in utilizing IT applications effectively to meet our business objectives.

Your key responsibilities will include but not limited to:

  • Provide frontline technical and functional support to end-users (Hyva colleagues) globally for various software applications, mainly Infor LN ERP systems, including troubleshooting issues, answering queries, creating user accounts, assigning relevant roles, and resolving problems promptly.
  • Investigate and resolve application-related issues reported by users through various channels such as email, phone, or ticketing system, ensuring minimal disruption to business operations.
  • Maintain comprehensive documentation of support procedures, troubleshooting steps, and solutions to facilitate efficient issue resolution and knowledge sharing within the global team.
  • Be part of the team in Kuala Lumpur providing 24h/5d support to Hyva colleagues globally. A shift system will be used.
  • Monitor the performance and availability of applications, proactively using technical and functional KPIs agreed with the IT Solution Analysts, identifying potential issues or trends to prevent downtime and optimize performance.
  • Collaborate with cross-functional IT teams including developers, system administrators, and solution analysts to escalate complex issues, implement solutions, and ensure seamless integration of applications with other systems.
  • Participate in testing activities including regression testing to ensure the reliability, functionality, and usability of new features or updates before deployment.
  • Based on recurring reported issues, identify and suggest opportunities for process improvements, automation, or enhancements to streamline support operations, increase efficiency, and enhance the overall user experience.
  • Ensure compliance with relevant IT policies, procedures, and regulations governing the use and management of applications, such as data security and segregation of duty regulations.
  • Act as a point of contact during emergencies or critical incidents involving applications, coordinating with relevant stakeholders to resolve issues promptly and minimize business impact.
  • Maintain overview of number of used licenses per application.

In this role, you will be collaborating with various stakeholders across the business including our Global functions teams in the Netherlands and other parts of the world.

Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed.

You will be joining a newly formed Shared Services Centre team, with opportunities to grow within Application or wider IT functions.

About You

To be successful in this role you will have:

  • Proven experience in Application Support, Technical Support, or Helpdesk roles.
  • Hands-on knowledge and experience with a major ERP solution (preferably Infor LN).
  • Understanding of ERP systems.
  • High accuracy level.
  • Teamwork: Ability to work with a global team to establish department and project goals.
  • Familiarity with ITIL (Information Technology Infrastructure Library) framework and best practices.
  • Problem-solving skills: Analyzing reported user issues and coming up with solutions, workarounds, and the ability to troubleshoot software applications.
  • Ability to convey technical information to non-technical users.
  • Culturally sensitive.
  • Maintaining confidentiality.
  • Ability to work independently as well as collaboratively in a team-oriented environment.

Nice To Have

  • Exposure in Infor LN would be a big plus point.
  • Certification in relevant technologies or ITIL certification is an added advantage.

Language

  • Good written and spoken English is essential.
  • A proficiency in Mandarin Chinese, Japanese, Korean and/or Thai as well as other Asian languages will be an added advantage, however not mandatory.

Qualification / Education

Bachelor's Degree in Computer Science / Information Technology, or equivalent field.

What We Offer

  • We care about ecology and are truly sustainable. Not only for the environment but also for social resources.
  • We have a highly dynamic and very international work environment.
  • We have Great Place to Work certified countries
  • We provide a competitive salary which is adjusted on an annual basis in case of good performance.
  • We work hybrid and care about your work-life balance.
  • You will find nice extras such as various company activities during the year.

Diversity, Equity & Inclusion (DEI)

We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc.

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