IT Applications Support Analyst

Airgas

3d

About The Position

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. Airgas is Hiring for a IT Applications Support Analyst which is located in Radnor, PA! We are looking for you ! 5+ years of experience SAP + ticketing service experience Mon-Fri from 10am-7pmET Recruiter: Roseanne Khachikyan / [email protected] / 424-318-0169 SAP Applications Support Analyst to provide tier 1 support to SAP application users. This position will report to the SAP Service Desk Manager. The current team includes five SAP Support Analysts supporting 12K+ Airgas users during normal business hours (M-F 7 am - 7 pm EST) and non-business hours for emergency issues only. Support is currently provided via email and phone in English.

Requirements

• Bachelor’s degree in management information systems, computer science, and/or business, or equivalent work experience
• 5+ years of work experience in a first level IT Support role
• Experience working with SAP S4 HANA version 2022
• Familiarity with any of the SAP modules (SD, FICO, MM, IM, PP, WMS, PM)
• Experience working with SAP GRC 12.0
• Experience working in a ticketing system (iSupport, ServiceNow or similar)
• Experience in relevant Google Applications, including Docs, Sheets and Gmail
• Excellent customer service skills with the ability to connect, consult and complete interactions with internal customers via phone and email in a courteous and professional manner
• Excellent oral and written communication skills with the ability to understand and document business issues
• Demonstrate effective problem-solving by analyzing the business context and exploring solutions within the team before escalating
• Ability to work in a fast paced environment
• Ability to work between M-F 7 am - 7 pm EST (typical shift is 8 hours but hours may vary) and during non-business hours for emergency issues only
• Fluent in English

Nice To Haves

• Fluent in French (preferred)

Responsibilities

• Customer-Centric Support: Provide professional first-level support to 12K+ Airgas internal customers via email and phone during normal hours of operation
• Business Context Troubleshooting: Resolve technical SAP issues (such as front-counter transaction failures, printing, and credit card processing) by analyzing the specific business impact on customer-facing operations
• Incident Management: Log and document all inquiries in the ticketing system (iSupport), aiming for first-contact resolution
• Effective Escalation: When escalation is necessary, provide comprehensive technical and business details to Level 2 teams to ensure a seamless handoff
• User Provisioning: Manage user access, including onboarding new hires, status changes, terminations and troubleshooting access-related issues
• Team Collaboration: Collaborate with the SAP Service Desk team, SAP How To Team, Central Help Desk to share knowledge, seek assistance and assist team members
• Continuous Improvement: Proactively identify potential major incidents and highlight them. Contribute to the team's knowledge base and standard operating procedures (SOPs) to reduce recurrent issues and improve first-contact resolution rates
• Documentation: Maintain and update standard operating processes and procedures

Benefits

• We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees. Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees’ dependents, and an Airgas Scholarship Program for dependent children. Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees