SAP Application Support Specialist

Chiesi is an international research-focused biopharmaceutical group with 90 years’ experience, operating in more than 30 countries, with its Headquarter in Parma, Italy. More than 8,000 employees across the group are united by a singular purpose: promoting a healthier world for our people, patients, and the planet. This is what drives us as we research, develop, and market innovative drugs across our main therapeutic areas. Discover more here.

At Chiesi we are thinking generations ahead, driving sustainable innovation with purpose. This fosters a culture of reliability, transparency, and ethical behaviour at every level. As a Benefit Corporation and a certified B Corp, we have embedded sustainability in our bylaws and continuously measure our impact.

Diversity and inclusion are at the heart of who we are. We believe our differences make us stronger. We are a vibrant ecosystem of passionate, talented individuals united by strong values, each bringing unique perspectives that help us to continuously challenge the status quo for the better.

Chiesi Corporate Functions

Global ICT

The ICT Department plays a pivotal role in supporting Chiesi’s evolution into a digital and data-driven company. It is structured around five strategic pillars: Skills, Team, ICT Global Architecture, Communication, and GICT Processes. Through this integrated approach, the ICT Department partners with the business to unlock value, drive transformation, and enable sustainable innovation across the Group.

Who we are looking for

This is what you will do

We are currently looking for a SAP Application Support Specialist to join us on a temporary contract.

Under the supervision of the Customer Facing Area, the Application Support Specialist will be able to receive training and provide support in the management of internal and external application support services in collaboration with the team, taking care of the activities and monitoring of the performance of the support services in relation to the overall business needs.

You will be responsible for

General Responsibilities:

• Govern and control the delivery process and corresponding deliverables of ICT solutions according to the company’s policies and guidelines
• Propose the actions to be performed regarding the ICT solutions under direct responsibilities, in alignment with the company’s business needs and infrastructure, technology, governance policies, and guidelines
• Analyze and monitor technological evolution to ensure the best possible innovation and economic sustainability of the solutions under direct responsibilities
• Evaluate the opportunities of outsourcing solutions and integrations with on-premises solutions, from the point of view of services and economics in line with the company’s sourcing strategy
• Cooperate with all other company’s ICT groups to define solutions able to support business applications, in compliance with the company’s policies and standards

Specific Responsibilities:

• Manage contracts lifecycle: understanding contract structure, contents, negotiation and stakeholder management
• Manage, coordinate, and check the service provider SLA (service-level agreement), and OLA (operational-level agreement)
• Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded
• Ensure strict adherence to SLAs when dealing with customer tickets/calls
• Act as a single point of contact between the service provider and the internal key stakeholders, to monitor and control the overall Chiesi’s service status, anticipating issues, and preventing similar occurrences in other countries
• Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to internal customers
• Work with other technical staff to ensure connectivity, integration, and compatibility between systems
• Work with vendors/partners/users to resolve complex problems providing end-to-end support
• Assure the documentation is available for resolving system problems, problem resolution, and knowledge base content, in accord with the service provider
• Organize technical training for customers if needed
• Manage, coordinate, and check the standard changes (business Admin and configuration) requested by the service provider.
• Operate directly on the system for activities that cannot be delegated to external services (delegation assignment procedures, changes to critical data tables, massive changes)

You will need to have