Provide professional first-level support to 12K+ Airgas internal customers via email and phone during normal hours of operation
Resolve technical SAP issues (such as front-counter transaction failures, printing, and credit card processing) by analyzing the specific business impact on customer-facing operations
Log and document all inquiries in the ticketing system (iSupport), aiming for first-contact resolution
When escalation is necessary, provide comprehensive technical and business details to Level 2 teams to ensure seamless handoff
Manage user access, including onboarding new hires, status changes, terminations and troubleshooting access-related issues
Collaborate with the SAP Service Desk team, SAP How To Team, Central Help Desk to share knowledge, seek assistance and assist team members
Proactively identify potential major incidents and highlight them
Contribute to the team's knowledge base and standard operating procedures (SOPs) to reduce recurrent issues and improve first-contact resolution rates
Maintain and update standard operating processes and procedures

Fluent in French and English
Bachelor’s degree in management information systems, computer science, and/or business, or equivalent work experience
5+ years of work experience in a first level IT Support role
Experience working with SAP S4 HANA version 2022
Familiarity with any of the SAP modules (SD, FICO, MM, IM, PP, WMS, PM)
Experience working with SAP GRC 12.0
Experience working in a ticketing system (iSupport, ServiceNow or similar)
Experience in relevant Google Applications, including Docs, Sheets and Gmail
Excellent customer service skills with the ability to connect, consult and complete interactions with internal customers via phone and email in a courteous and professional manner
Excellent oral and written communication skills with the ability to understand and document business issues
Demonstrate effective problem-solving by analyzing the business context and exploring solutions within the team before escalating
Ability to work in a fast paced environment
Ability to work between M-F 7 am
7 pm EST (typical shift is 8 hours but hours may vary) and during non-business hours for emergency issues only

IT Applications Support Analyst, Bilingual French – English

Key skills