1st Line Functional Support – IT Support Analyst

About the role

Join the CAPPS Support Team as a 1st Line Functional Support Analyst. You will provide first‑level assistance for a business‑critical application used across a global organization, handling user inquiries, incident analysis, and timely resolution.

Key responsibilities

• Identify, categorize, and log user incidents and service requests using support tools.
• Monitor, update, and follow up on support tickets to ensure timely closure.
• Provide first‑line functional assistance and accurate escalation to specialist teams.
• Determine root causes and recommend appropriate solutions.
• Create and track change requests for new application features.
• Support user acceptance testing, regression testing, and hyper‑care activities.
• Prepare and maintain application documentation, training materials, and user manuals.
• Assist with application deployments, upgrades, and post‑deployment support.
• Collaborate with business stakeholders to understand requirements and support operational needs.
• Participate in project activities, rollouts, and occasional international travel for training.

Required profile

• Bachelor’s or master’s degree, or equivalent experience.
• Strong organizational, analytical, and decision‑making abilities.
• Excellent communication and interpersonal skills.
• Experience working with ERP systems.
• Familiarity with BPMN and UML modeling.

Required skills

• ERP systems
• BPMN
• UML

What we offer

• Extensive training and mentorship to become an application support professional.
• Opportunities to work in an international, multi‑sector environment.
• Potential for occasional travel to support projects and training.