IT Applications Support Analyst (Bilingual French + English)

R10083528 IT Applications Support Analyst (Bilingual French + English) (Open)

Location:Radnor, PA (Airgas HO) - Digital & IT - Enterprise Applications

How will you CONTRIBUTE and GROW?

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

Must be bilingual (English/French)

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

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.

Are you a MATCH?

Required Qualifications:

Fluent in French and English

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

Preferred Qualifications:

Bachelor's degree in management information systems, computer science, and/or business, or equivalent work experience

__ 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.

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Your DIFFERENCES enhance our PERFORMANCE

At Airgas, we are committed to building a workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

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About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions.

Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you'll find a welcoming workplace where you're valued for who you are and where you can fill your potential while growing a fulfilling career - whatever path you choose.

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Equal Employment Opportunity Information

We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973.

Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing re