Application Support Analyst

3 weeks ago

Kuala Lumpur, Malaysia ConvaTec Full time

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care.

With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2022 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC).

Our APAC GBS supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be required.

Y**Responsibilities**:

- Provides 2nd level Application/System end-to-end support experience for the customer as well as COTS components
- Troubleshoots and identifies resolution for complex issues within defined SLAs using available workarounds or permanent fixes
- Initiates and drives problem management activities
- Participate in Incident and problem management according to ITIL standards
- Creates and maintains system and service documentation, including knowledge sharing
- Fosters interaction and collaboration with customers, internal teams (i.e. L1, L3), and 3rd parties
- Resolve support tickets in a timely manner and escalate to third party or vendor support if necessary
- Stay informed about technological advancements and trends in IT support.
- Troubleshoot and identify resolutions for complex issues within defined SLAs
- Foster interaction and collaboration with customers, internal teams, and third parties
- Contribute to project-specific tasks with or without a technical lead function

**About You**
- Experience in IT support or software engineering
- Proficiency in providing technical support and resolving queries
- Proficiency in ITIL best practices is required
- Ability to perform well under stress and provide reliable solutions
- Capacity to stay updated with IT innovations and trends
- Creative, analytical thinker with an outcome-focused personality
- Willingness to participate in on-call duties
- Exceptional teamwork and collaboration abilities
- Strong communication skills

**Language**
- Good written and spoken English is essential
- A proficiency in Mandarin Chinese and/or Japanese as well as other Asian languages is advantageous but not mandatory

**Qualifications/Education**
- Desirable a degree in Computer Science, Information Technology, or a related field

Our ambitions will bring the very best out in you. You’ll be pushed to aim higher and really own your work. You’ll be encouraged and supported to make things happen, too. It can be challenging. But, as the progress you make will help improve the lives of millions, it’ll be worth it.

**This is stepping up to a challenge.**

**This is work that’ll move you**

LI-SA1

LI-Hybrid

**Beware of scams online or from individuals claiming to represent Convatec**

**Equal opportunities**

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

**Notice to Agency and Search Firm Representatives**

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