Functional Support Consultant

il y a 2 jours

SintDenijsWestrem, Belgique Itineris Temps plein

Ghent, Sint-Denijs-Westrem

There’s a saying at Itineris: Together goes a long way. And we live by that. Whether your job is translating our customers’ needs into the best software, selling, coding, or keeping our business running smoothly, we’re united by the same mission: growing our company and delivering innovative software that empowers energy and water utilities to engage better with their customers.

**What you will work on**:
You will be part of the Service Delivery Team. This team provides 2nd & 3rd line functional and technical support to our customers after their go live. The Team is responsible for Application Management, Support and Maintenance, and for the overall satisfaction of end users about the UMAX functionalities. It monitors the high availability of the functionalities, makes sure there are no disruptions in use, and guarantees high reachability for user help requests (incidents & bugs) and short lead times for standard and non-standard changes.

UMAX is the brand name of our software solution for water and energy utilities. It automates their business processes and enables them to better engage with their customers. UMAX is a cloud-based solution, built on the powerful Microsoft Dynamics 365 platform.

**As our Functional Support Consultant, you....**:

- Are a part of a cross customer care team and report into the service delivery manager.
- Manage professional and successful service delivery approach towards the customer.
- Are the owner of the case assigned and take the responsibility to
- Monitor SLA
- Manage escalation tasks
- Do the intake and first analysis of cases and are able to resolve ~50% of assigned tickets.
- Perform end-to-end testing of solution for the assigned cases (either self-executed or assuring testing has been done).
- Maintain list of known work-arounds and issues/problems.
- Maintain Knowledge base (update articles, write articles).
- Analyze Change requests received from customers and prepare the required information for a next level consultant.
- Detect new business opportunities and communicate them to Business Development.

**What you bring**:

- Bachelor or masters’ degree with **affinity in IT**.
- **Strong interest in functional business processes**.
- Min. 2-3 years previous experience in an Application/Functional Support/Service Delivery role.
- Functional MS Dynamics AX or D365 experience is a plus.
- Strong **customer focus**, is **quality driven** and **proactive**.
- **Client facing experience**.
- **In-depth analytical** and **problem-solving** skills.
- **Quick learner - **and **eager **to learn.
- **Result-oriented** and **responsible **(= takes ownership).
- **Team player** with a **flexible **attitude.
- Excellent **oral & written** communication skills (**Dutch & English**).
- Willing to **travel **regularly to the client's premises.

**What we offer**:

- A fast-growing and international environment with offices in beautiful Ghent (Belgium), bustling Atlanta (USA) and lively London (UK).
- Working with future-ready water and energy companies and building valuable utility expertise.
- Internal mobility, developing your career through various educational programs and growth paths.
- An entrepreneurial mindset where you have a direct impact on our growth journey.
- An open environment where we understand the importance of taking a break to recharge and achieve the best results. We make it a priority to celebrate milestones, both big and small.
- Onboarding, learning and buddy programs to get ready for a smooth start in your new job.
- A flexible and inclusive working environment - where people can just be who they are, and where we offer flexible options for hybrid working so you can work in a way that suits you best.
- Competitive perks & benefits, because we want to help you reach your full potential, both at work and in your personal life.
- A lot of fun moments with an eye for sports, celebration and wellbeing, important for maintaining a healthy work-life balance.

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