IT Application Expert (m/f/x)

For our department Application Management within General Services, we are looking for a (an):

IT Application Expert (m/f/x)

The IT Application Expert plays a crucial role in maintaining and enhancing the effectiveness of our application landscape. This individual serves as a key escalation point for the Service Desk and internal customers, addressing complex application-related support issues. The role involves continuous collaboration with IT stakeholders and vendors to manage application lifecycles, improve support processes, and contribute to IT service management (ITSM) knowledge.

Key responsibilities:

• Serve as an advanced support contact for the Service Desk and internal customers, addressing application-related inquiries and issues.
• Enhance the ITSM knowledge base with detailed application support processes and user-centric articles.
• Oversee the lifecycle management of a designated application portfolio, including road-mapping, licensing, integration, user training, support, and upgrades.
• Coordinate and participate in application upgrades, releases, and maintenance activities with internal IT teams and external vendors, including planned interventions outside normal working hours, typically after the last scheduled flight, to minimize operational disruption and ensure service continuity.
• Proactively inform and advise business stakeholders on new application functionalities, utilizing established communication channels.
• Collaborate with various IT teams and external vendors to define and establish necessary environments for testing and deploying new releases.
• Engage in continuous improvement initiatives, developing and maintaining relevant guidelines and best practices.
• Support on the creation of Business Impact assessments for the applications.
• Participate in IT related projects, contributing expertise and insights.
• Provide occasional administrative support within the activity scope, ensuring operational efficiency.
• Uphold responsibility for ITIL process adherence and implementation within the domain.

Required profile:

Qualifications:

• Possession of a Bachelor's degree in Information Technology or an equivalent blend of education and experience in a similar role.
• Demonstrated ability to prioritize tasks effectively.
• Methodical approach to analysis and documentation with a keen attention to detail.
• Proven reliability and precision in work output.
• Exemplary customer service orientation and ability to act as a role model in this capacity.
• Proficiency in standard office software applications.
• Excellent communication skills in English, both verbal and written.
• Strong training delivery capabilities, tailored to diverse audiences.
• Effective presentation skills.
  
  

Technical knowledge:

• Ability to troubleshoot complex application issues using application logs, monitoring dashboards, event management tools, alerts, and performance metrics.
• Working knowledge of relational databases and SQL to execute queries for data validation, incident investigation, troubleshooting, and reporting.
• Understanding of application integrations, APIs (REST/SOAP), middleware, messaging, and data flows between enterprise systems.
• Knowledge of networking and authentication concepts relevant to application support, including TCP/IP, DNS, HTTPS, firewalls, Active Directory, LDAP, SSO, OAuth, and SAML.
• Ability to analyze technical documentation, architecture diagrams, and system dependencies to support root cause analysis and issue resolution.
• Software development skills are not required; however, the ability to understand technical concepts, communicate with technical teams and vendors, and participate in technical troubleshooting is essential.

Desired skills:

• Ability to work collaboratively and independently within a team-oriented environment.
• Eagerness to learn and apply new technologies.
• Advanced communication skills, capable of engaging with all organizational levels and external parties.
• Familiarity with departmental tools and applications.
• Agility and flexibility in responding to new challenges and priorities.
• Basic understanding of ITIL Framework principles.
• Commitment to delivering results within agreed timeframes and maintaining data confidentiality.
• Additional language skills are considered a valuable asset.
  
  

The IT Application Support Specialist in Luxair is a pivotal role aimed at enhancing our IT application services throughout our business lines. We are looking for a dedicated professional who demonstrates a passion for technology, a commitment to service excellence, and a deep understanding of application support dynamics. If you are seeking a challenging and rewarding career opportunity, we invite you to apply for this position.