We are looking for enthusiastic new colleagues to join our CAPPS Support Team in the role of IT Support Analyst. You will join a team that provides high-quality 1st level support for a business-critical application used across our global organization. You will be responsible for handling user inquiries, analyzing incidents, troubleshooting issues, following established procedures, and ensuring timely resolution of requests through our support processes. As part of the CAPPS team, you will work closely with business users, application specialists, developers, and project teams to support day-to-day operations and contribute to continuous improvement initiatives. This role offers an excellent opportunity to develop both your business process knowledge and technical skills in an international environment. You will receive extensive training and mentorship to become an application support professional. Activities: · Accurately identify and categorize user incidents and service requests through support tools and determine the most appropriate solution. · Monitor, update, and follow up support tickets to ensure timely resolution. · Provide first-line support and functional assistance to end users. · Accurate and timely escalation of problems to specialist support teams. · Correct identification of the cause of the problem and determination of the most suitable solution. · Follow up with different stakeholders to ensure that the issue has been resolved. · Create and follow-up request for change when user asks new features to the application. · Support user acceptance testing and regression testing activities. · Prepare and maintain application documentation, training materials, and user manuals. · Assist with application deployments, upgrades, and hyper-care activities. · Collaborate with business stakeholders to understand requirements and support operational needs. · Participate in project activities and application rollouts when required. · Follow onboarding procedures, training plans, tutorials, and knowledge-sharing sessions. · Occasional international travel for training and project activities may be required.