Job Description

IS Specialist Application Support

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

It is our mission in IS to harness the power of information technology to deliver valuable, reliable and competitive IS services for ABB. If you have a strong technical and analytical mind and the drive to help us stay ahead of the competetion, you are the one we are looking for. The IS Specialist - Application Support role will provide application support for empower, a global customer portal application. This role will provide exceptional support to users (internal and customers) to help them resolve application questions and issues, ensuring they can effectively use the application.

Your responsibilities

• Ensure timely responses to user support requests; manage interactions with application development program team members; adherence to core support SLAs and procedures.
• Develop and maintain in-depth knowledge of the empower application, and working knowledge of integrations with key connected systems such as ERP, CRM and Pricing applications.
• Build network of IT and Business contacts to facilitate timely case resolutions.
• Utilize all available tools and support processes to effectively troubleshoot, diagnose, respond to, and escalate support requests.
• Collaborate with the empower Support Team and partner with IT peers, functional business teams and customers
• Stay current on new features being introduced within the application.
• Contribute to the Service Desk Knowledge Base repository.
• Identify areas of improvement in the empower application and support processes.

Your background

• Bachelor\xe2\x80\x99s Degree in Computer Engineering or related field from an accredited university, or equivalent working experience in IT or ecommerce application support.
• Minimum 3 years of application support or IT experience. Experience in supporting web-based applications, Case Management Software (Salesforce.com, ServiceNow or others), SAP ERP, QlikView reports or with product configurators, MS Office, MS Teams, MS SharePoint and CPQ applications is desirable but not mandatory.
• Proven analytical, problem resolution and critical thinking skills with the ability to assess complex issues with limited information
• Strong customer service orientation with a passion for helping others.
• Experience working in multilevel (L1/L2) or complex operations support with responsibilities for driving issues to closure.
• Fluent in French, preferably Canadian French, both written and verbal.
• Excellent English language skills.
• Excellent verbal and written communication skills with the ability to clearly articulate complex information to IT/Application peers, business teams and customers.
• Ability to effectively manage multiple tasks simultaneously with an exceptional focus on quality.
• Committed, dependable and flexible team player.
• Self-directed, motivated and able to work independently.
• Strong sense of ownership, urgency and drive.
• Ability to quickly learn and apply new information.
• Ability to meet objectives by engaging across multiple global, remote teams.
• Must be able to support North American business hours.

Benefits

• Retirement plan
• Accident insurance
• Healthcare plan
• Wellbeing program

More about us

We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. For the 4th year in a row, ABB Canada has been recognized as one of Canada\xe2\x80\x99s top employers by Forbes Magazine and has been ranked #1 within the industry category. Also named as Canada\'s Top 100 Employers, Montreal\'s Top Employers, Canada\'s Top Employers for Young People, and Best Candidate Experience Award (CandE Award), ABB\'s culture and commitment are to provide a caring workplace where everyone collaborates, feels valued, respected, included and supported. Also committed to ensuring that all policies and practices respect the Employment Equity Program, we aim for our workforce to be truly representative of the four designated groups; women, aboriginal people, members of visible minorities, and/or persons with disabilities. ABB will provide reasonable accommodation to the applicant with disabilities and encourage applicants to self-identify in the application process. #LI-hybrid