IT Applications Support Analyst (Bilingual French + English)

Air Liquide•Montreal, QC

24d•Hybrid

About The Position

We are committed to building a diverse and inclusive workplace that embraces the unique perspectives of our employees, our customers, patients, community stakeholders, and cultures across the world. We believe that a variety of backgrounds makes our team stronger and more innovative. At Air Liquide, we RESPECT, HONOR and VALUE diversity. Air Liquide/Airgas is Hiring for an IT Applications support analyst. This position could be located either in Radnor, PA or Montreal, QC. The SAP Applications Support Analyst will provide tier 1 support to SAP application users. This role involves providing professional first-level support via email and phone, troubleshooting technical SAP issues for internal customers. The analyst will log all inquiries in the ticketing system (iSupport), aiming for first-contact resolution, and escalating to Level 2 teams with comprehensive details when needed. Additionally, the role includes managing user access through provisioning, including onboarding new hires, processing status changes, and handling terminations. The analyst will proactively identify potential major incidents and contribute to continuous improvement by updating the team's knowledge base and standard operating procedures (SOPs). A key responsibility includes translating documentation and user communications from English to French. Support is currently provided via email and phone in English and French.

Requirements

A university degree is preferred (Bachelor’s degree in Computer Science or Information Technology) or equivalent experience/training in a business-related field
More than 5 years of professional experience in a first-level IT support role.
Experience working on the SAP platform
Experience working with SAP S/4HANA version 2022.
Knowledge of one of the SAP modules (SD, FICO, MM, IM, PP, WMS, PM).
Experience working with SAP GRC 12.0.
Experience working with a ticketing system (iSupport, ServiceNow, or similar)
Excellent customer service skills, with the ability to establish contact, advise, and interact with internal clients via phone and email in a courteous and professional manner
Ability to effectively resolve issues by analyzing the business context and exploring solutions within the team before escalating them
Ability to work in a fast-paced environment
Ability to work Monday through Friday, 7 a.m. to 7 p.m. (Eastern Time) (the typical workday is 8 hours, but schedules may vary) and outside of business hours for emergencies only

Nice To Haves

Experience managing user access rights in SAP (preferred)

Responsibilities

Provide professional first-level support via email and phone, troubleshooting technical SAP issues for internal customers.
Log all inquiries in the ticketing system (iSupport), aiming for first-contact resolution, and escalating to Level 2 teams with comprehensive details when needed.
Manage user access through provisioning, including onboarding new hires, processing status changes, and handling terminations.
Proactively identify potential major incidents and contribute to continuous improvement by updating the team's knowledge base and standard operating procedures (SOPs).
Translating documentation and user communications from English to French.