Application Support Analyst, Supply Chain

The IS Application Support Analyst provides professional and global IT support to end users of Grundfos IS business solutions and services (solutions & applications).
By following the Incident or Request Fulfilment procedures, the IS Application Support Analyst ensures that services related to end users are restored or delivers the requested service within the agreed service levels.
Your main responsibilities:
Handle incidents and service requests in the ServiceNow program.
Provide advice and guidance to users in relation to system functionalities.
Provide professional verbal and written dialogue with end users.
Implement Standard and basic Normal Changes.
Communicates with Requester according to above, including super users, super user networks or SMEGs
Escalate relevant tickets to second and third level support/appropriate support group.
Ensure that agreed service levels are fulfilled.
Create 'Support Guides' for IS use in ServiceNow Knowledge Base.
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