IT Applications Support Analyst; Bilingual French + English

Overview

R IT Applications Support Analyst (Bilingual French + English) (Open)

Location:

Radnor, PA (Airgas HO) - Digital & IT - Enterprise Applications

Airgas is Hiring for a IT Applications Support Analyst which is located in Radnor, PA. We are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We are looking for you!

• 5+ years of experience
• SAP + ticketing service experience
• Mon-Fri from 10am-7pmET
• Must be bilingual (English/French)

Recruiter:
Roseanne Khachikyan / Rosea /

SAP Applications Support Analyst to provide tier 1 support to SAP application users. This position will report to the SAP Service Desk Manager. The current team includes five SAP Support Analysts supporting 12K+ Airgas users during normal business hours (M-F 7 am - 7 pm EST) and non-business hours for emergency issues only. Support is currently provided via email and phone in English.

• Customer-Centric Support: Provide professional first-level support to 12K+ Airgas internal customers via email and phone during normal hours of operation
• Business Context Troubleshooting: 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
• Incident Management: Log and document all inquiries in the ticketing system (iSupport), aiming for first-contact resolution
• Effective Escalation: When escalation is necessary, provide comprehensive technical and business details to Level 2 teams to ensure a seamless handoff
• User Provisioning: Manage user access, including onboarding new hires, status changes, terminations and troubleshooting access-related issues
• Team
  
  Collaboration:
  
  Collaborate with the SAP Service Desk team, SAP How To Team, Central Help Desk to share knowledge, seek assistance and assist team members
• Continuous Improvement: 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
• Documentation: Maintain and update standard operating processes and procedures

________________________ Are you a MATCH?

• 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, Service Now 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

• Bachelor’s degree in management information systems, computer science, and/or business, or equivalent work experience

We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees.

Additionally, we…