The Functional Application Support Specialist acts as subject matter expert to enable an efficient use of the PAM application. They provide Level 2 functional/application support to end-users, assisting when they encounter problems (e.g. clarify procedures, manage access rights etc.) channeled through tickets escalated from the Level 1 global support. Whenever needed, the Functional Support Specialist escalates tickets to the L3 Functional Support or to the L2 Technical Support team.
The Functional Support Specialist plays an important role in building capacity of headquarters and field colleagues by identifying gaps, organizing virtual trainings and coaching field teams to set up projects in the PAM application.
They maintain reference data, support users to improve data quality and ensure data is processed in line with the internal rules (according to e.g. information management and data protection rules). They keep track of recurrent functional/application problems, performs root cause analysis and builds & improves the application Knowledge Base accordingly.
In addition, the Functional Support Specialist acts as a bridge between users and the project team throughout the duration of the project, regularly collects and provides user feedback to the project team, contributes to solution testing and also directly supports the rollout of subsequent PAM releases by contributing to the creation & improvement of PAM training materials.
