IT Application Expert

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.