YC: IT End User Support at UD Trucks

Responsibilities and Duties 

User Support & Incident Management

• Provide technical support to users by addressing system-related queries and resolving incidents.
• Identify and analyze software issues, proposing solutions or temporary workarounds to maintain operational efficiency.
• Document and track issues in accordance with Incident Management best practices.
• Assist in explaining system capabilities and improving user adoption of applications.
• Ensure adherence to service level commitments and support agreements.

Process Improvement & System Optimization

• Identify opportunities for system enhancements to improve efficiency and reduce maintenance costs.
• Analyze application-related problems using root cause analysis and recommend corrective actions.
• Participate in maintenance planning, deployment activities, and post-implementation support.
• Contribute to knowledge-sharing initiatives by documenting best practices and creating support articles.

Technical & Business Understanding

• Gain an in-depth understanding of business processes supported by IT applications.
• Develop a solid grasp of application integrations and dependencies to facilitate issue resolution.
• Support multiple business areas and engage with stakeholders to optimize system usage.
• Follow DevOps principles and Lean methodologies to enhance IT processes.

Automation & Innovation

• Identify repetitive tasks that can be automated to improve efficiency.
• Explore and leverage advanced technologies such as RPA (Robotic Process Automation) and Chatbots for process improvements.
• Actively contribute to IT communities and participate in forums focused on technology advancements.

Minimum qualifications

• Educational Background: Diploma or Degree in Information Technology or a related field.
• Technical & Business Acumen: Ability to support users, analyze problems, and improve system operations.
• Soft Skills & Communication: Strong written and verbal communication skills in English.
• DevOps & Lean Methodologies: Understanding of DevOps principles and a Lean Way of Working.