Application Support Specialist

  • Hong Kong
  • Full-time

Company Description

At EcoVadis, we envision a global marketplace where sustainability intelligence influences every business decision – improving economies, people's lives and the planet we all depend on. EcoVadis counts industry leaders like Johnson & Johnson, L’Oréal, Nestlé, and Michelin, among the 55,000+ businesses on its network. 

With an ambitious, purposeful mission to provide the world's most trusted business sustainability ratings, EcoVadis is driven by a diverse team sharing the core values of commitment, customer-focus, courage, integrity, kindness and happiness. 

EcoVadis offers you exciting career opportunities in an innovative and dynamic environment. We are looking for passionate team players from a variety of disciplines – from CSR and sustainability experts to customer engagement and engineering talents – to join us to make a real impact on the environmental and social practices of companies worldwide. Join us! 

Job Description

Your responsibilities will consist of:

  • Providing immediate assistance on issues reported by users of EcoVadis tools comprising mainly of complex web applications and APIs.

  • Ability to understand complex web applications with a view to troubleshooting reported issues and identifying root causes.

  • Ability to inspect technical issues with web application performance (DNS lookup, network browser inspection). 

  • Providing clear steps to reproduce, instructions and supporting developers to understand the nature of the issue to be fixed and evaluating retroactive actions. 

  • Collaborating with end users, functional analysts and developers  to identify and solve issues

  • Providing high quality support to all users across the business, either by writing or by engaging into verbal conversations.

  • Ownership and follow up of the reported issues, looping in end users about actions to be taken when needed 

  • Active monitoring of the application and logs to detect issues/outages with the aim to proactively react to those alerts and manage the communication with affected users.

  • Ability to read technical and functional documentation, and to discuss with business users to understand the desired behavior of the applications. 

  • Ensuring the quality of the delivered fixes in a timely manner.

  • Ensuring preventive maintenance by analyzing application root cause issues.

  • Advocating customer needs by sharing feedback with the development & business analysis organizations to continuously improve the product.

  • Drive and/or participate during incidents in the resolution and manage affected user's expectations.

Qualifications

  • Fluent written and spoken English
  • Chinese language would be a plus
  • Degree in Computer Science or other relevant degree is preferable
  • 5 years working experience in a Web Application Support environment, specially in Azure .Net environment and attending complex applications. 
  • Ability to manage Service Level Agreements (SLA) and Operation Level Agreement (OLA)
  • Knowledge of ITSM tools (Jira, TFS, VSTS, ZenDesk, Azure DevOps, etc.)
  • SQL and C#.Net programming knowledge - code debugging
  • Experience with Visual Studio and SQL Server
  • Ability to deal with multiple tasks and work in a dynamic multi-cultural environment.
  • Experience in monitoring tools (Kibana, Azure App Insights , Sentry, site24/7, etc...)

Skills:

  • Excellent written and verbal communication skills
  • Customer service experience and problem solving skills
  • Understanding, investigation & diagnostic skills
  • Excellent organization skills
  • Ability to work remotely with team members geographically distributed

Additional Information

Nice to have:

  • Confirmed skills to drive projects and people.
  • Understanding of software development life cycles and software development / deployment methodologies
  • Experience with agile software development
  • ITIL Knowledge

Additional Information

  • Beginning: ASAP
  • Full time position
  • Location: Taikoo

In return for your expertise and energy, we offer:

  • Basic Salary + Bonus plan
  • Flexi-time / Work From Home
  • Health and Dental Benefits
  • Casual and very friendly environment
  • Opportunity to work in a truly international atmosphere

Keywords: CSR; Corporate Social Responsibility; Sustainable Development; Analyst; Environmental Management; Sustainability;

Are you interested? Please apply directly online by clicking on the link below and attaching your CV in PDF format.

For more information about EcoVadis please visit our site: www.ecovadis.com

EcoVadis does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, veteran status or any other protected category.

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