Title:  YC: End User IT Support

UD Trucks is known for our pioneering technologies and products within the commercial automotive industry. We are looking for a dedicated IT Support Professional to provide end user support, troubleshoot defects, and drive continuous improvement initiatives for our IT applications. This role involves assisting users, resolving incidents, and ensuring the smooth operation of assigned applications.

Key Responsibilities:

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 & Requirements:

•  Diploma or Degree in Information Technology or a related field.
• Ability to support users, analyze problems, and improve system operations.
• Strong written and verbal communication skills in English.
• Understanding of DevOps principles and a Lean Way of Working.