Application Support Expert

About the roleThe Application Support Team is responsible for the end-to-end lifecycle management of business-critical applications, ensuring operational continuity, user satisfaction, and compliance with ITSM best practices. This role balances commercial and functional oversight rather than deep technical engineering focusing on how applications enable business outcomes. The position will coordinate onboarding, configuration, and user training, manage application performance and vendor escalations, and drive process improvements. You’ll serve as the bridge between business users, IT, and vendors, ensuring seamless operation of systems such as SAP ByDesign, Atlassian, 3DExperience, and CRM tools. Fluency in English is required; German proficiency is an advantageYour ResponsibilitiesApplication Lifecycle ManagementOversee onboarding, configuration, and decommissioning of applicationsMaintain license allocations and ensure compliance across tools (SAP ByDesign, Atlassian, 3DExperience, CRM)Plan and coordinate system upgrades, end-of-life transitions, and vendor-supported changesConfiguration and CustomizationConfigure applications based on defined business requirements and user roles.Assess evolving business needs to determine when custom features, add-ons, or tools are required.Work with vendors and internal teams to design and implement tailored solutions that extend application capabilitiesUser Enablement & TrainingDevelop onboarding plans, training materials, and role-based guidance for new usersConduct regular training sessions to ensure effective use of workflows, especially within 3DExperience and other integrated applicationsAct as a point of contact for business teams, translating technical concepts into clear, actionable insightsSupport Operations & Service Desk ManagementLead first-level and second-level support efforts within ITSM frameworks (Incident, Problem, and Change Management)Organize, resolve, or escalate issues to vendorsIdentify recurring issues, drive root cause analysis, and implement preventative measuresProcedures, Documentation & GovernanceOwn all process documentation, including application workflows, support procedures, escalation paths, and knowledge base articlesEnsure audit-ready records for compliance and internal governanceDefine and enforce application support standards aligned with ITIL and organizational requirements.Monitoring, Reporting & Continuous ImprovementEstablish KPIs for application health, user adoption, and ticket resolutionCreate reports to communicate system performance to stakeholdersIdentify opportunities to streamline workflows, reduce complexity, and optimize user experienceStakeholder & Vendor RelationsAct as the central liaison between technical teams, non-technical users, and external vendors.Coordinate with vendors for escalations, bug fixes, updates, and feature enhancements. Collaborating with vendors on optimizing output from applications based on evolving needs of the usersAlign application strategy with business priorities and support project initiativesEssential Skills5+ years of application support and lifecycle management experience, with a commercial/functional focusStrong background in Project Planning, ITSM (ITIL-based) and Application Lifecycle ManagementProficiency with MS Office Suite (Word, Excel, PowerPoint, Visio, Project)Experiences with at least one of our existing applications (Atlassian tools, SAP ByDesign, 3DExperience, or CRM platforms)Experience managing multi-application environments and license administrationExcellent written and verbal communication skills for interacting with diverse technical and non-technical stakeholdersFluency in English (German proficiency is a plus)Beneficial SkillsFamiliarity with ticketing tools (e.g., TOPdesk, ServiceNow, Jira Service Management)Experience with vendor negotiations and process improvement initiativesKnowledge of data integrity, content management, and monitoring dashboards for real-time system performance trackingExposure to strategic planning and defining application-related KPIsUnderstanding of change management practices within ITSM environmentsWhat we offerA dynamic high-tech company combined with financial soundness and world-class investors.Join an interdisciplinary, international team with 60+ different nationalities in a collaborative work environment.Lots of development opportunities in the context of our continued growth.Challenging tasks and impactful projects alongside experts that enable professional and personal growth.Corporate Benefits Program that covers health, mobility, and learning with 100€ net per month.Modern office facilities with a rooftop terrace overlooking Munich, free drinks & fruits, and regular company events contribute to a good working environment.About usAgile Robots SE is an international high-tech company based in Munich, Germany with a production site in Kaufbeuren and more than 2300 employees worldwide. Our mission is to bridge the gap between artificial intelligence and robotics by developing systems that combine state-of-the-art force-moment-sensing and world-leading image-processing technology. This unique combination of technologies allows us to provide user-friendly and affordable robotic solutions that enable intelligent precision assembly. This is made possible by our employees, who bring out the best in each and every day with creativity and enthusiasm. Become part of this team and shape the future of robotics with usWe are proud of our diversity and welcome your application regardless of gender and sexual identity, nationality, ethnicity, religion, age, or disability.