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IT Applications Support Manager (m-f-d)

  • Organization: FSC - Forest Stewardship Council
  • Location:
  • Grade: Level not specified - Level not specified
  • Occupational Groups:
    • Operations and Administrations
    • Information Technology and Computer Science
    • Managerial positions
  • Closing Date: Closed

The Scope
Act as the focal point for ensuring effective and efficient support of FSC’s core IT Business systems. 

The position is responsible for overseeing all activities related to the management of IT incidents and requests fulfillment for all business applications while adhering to defined service level agreements (SLAs). 

Main Roles & Responsibilities
  • Develop, implement, and maintain IT application support procedures and Service Level agreements (SLA).
  • Lead in the identification and analysis of patterns in commonly occurring problems affecting multiple stakeholders across FSC’s IT landscape.
  • Ensure all Incidents and Service requests for FSC’s connect platform are appropriately logged/ documented, prioritized, and resolved as per defined Service Level agreements (SLA).
  • Build and maintain an in-depth understanding of the technology, service solutions, business processes and components of FSC’s core IT applications.
  • Identify and provide feedback on areas of improvement for FSC’s IT applications. 
  • Collaborate and coordinate across teams to escalate potential problems in liaison with our IT partners and vendors.
  • Conduct continuous improvement reviews and initiatives to improve IT Service delivery.
  • Coordinate provision of stakeholder training for existing and new applications.
  • Collaborate across business units and technology functions to create, foster, and maintain customer satisfaction. 
  • Monitor and report on the status of assigned cases.
  • Any other task as assigned by formal supervisor and project work as assigned according to special organizational needs. 
Your profile
Education and Training:
  • University degree or higher-level education or training in computer science, business Information technology or IT-related field.
  • 3-4 years of professional experience in leading IT support/ServiceDesk or customer service-oriented initiatives.
  • Certifications and/or successfully completed Dynamics training or equivalent (desired modules: Dynamics 365 Customer Engagement, Case Management.
  • Certification in ITIL will provide an added advantage.

Working Experience, Style, and Skills:
  • At least three years of hands-on experience in managing the development and implementation of IT applications and Software as a Service. 
  • At least two years or relevant experience in IT project management. 
  • Direct, hands-on experience with managing and configuring Microsoft Dynamics including implementation of managed solutions packages,
  • Strong knowledge of Microsoft Dynamics software quality assurance and data security best practice.
  • Experience and knowledge of working with Microsoft Azure services.
  • Working knowledge and experience with modern JavaScript frameworks (Angular, React, etc.)
  • Working knowledge of API’s and system integration protocols.
  • Experience with working with Software development repositories and developer platforms including GitHub.
  • Knowledge of applicable data security and privacy practices and laws.

Technical Skills:
  • Management of Microsoft 365 suite, power platforms, Azure DevOps, and Azure Cloud Services.
  • Scrum/ Agile software development methodologies. Certification as a scrum master will provide an added advantage.
  • Experience with software development lifecycle (SDLC) management. 
  • Experience with Case management solutions or IT ticketing system.

Language and Communication Skills:
  • Fluency in English (spoken and written).  
  • Customer service orientation with good communication and interpersonal skills and the ability to convey information clearly to users and grasp perceived difficulties.

  • Commitment to FSC’s mission and values.
  • Demonstrated cultural awareness and sensitivity to the diversity of values, views and approaches to issues relevant to the FSC program by stakeholders around the world.
Why us?
  • Be part of a globally recognized organization at the forefront of sustainable forestry and contribute to the mission to help protect the world’s forests. 
  • Play an active role in the FSC global community of 400+ forest stewards who come together in-person at least once a year. 
  • Benefit from cross-cultural collaboration and networking opportunities by working in a dynamic, inclusive, and diverse international culture with over 60 nationalities represented under one roof.
  • Enjoy comprehensive benefits, including relocation assistance if needed, and investment in training and development opportunities (e.g., LinkedIn Learning, Learning Lunches and more) to advance your career.
  • Explore the vibrant federal city of Bonn, home to Beethoven, Haribo, and the beautiful Rhein River promenade including many urban parks and close access to nature. As Germany's UN City and second capital, Bonn is an international city with a rich cultural heritage, recently celebrating its 2000th anniversary. Learn more about the city or take a virtual stroll. 
  • Embrace work-life balance: beyond Bonn's borders, unlock Europe's wonders with 30 working days of vacation at your disposal. Whether it's skiing in the Swiss Alps or basking in the sun on Mediterranean shores, your European adventures await.
Ready to make a difference? Join FSC and help shape a sustainable future. Apply now with your resume and cover letter, showcasing your achievements and how you can contribute to FSC's mission.
The Fine Print
  • Location: Bonn, Germany 
  • Working Hours: Full time - 40 hours per week
  • Duration of Employment: Initial 2-year contract with the intend to convert to open ended. 
  • Starting Date: As soon as possible
  • Travel: Occasional travel is required.
How to Apply 
Ready to make a difference? Join FSC and help shape a sustainable future. Don't delay - apply now!
  • Please apply via the link on our website
  • Submit your CV in English
  • Please do not include any photos of yourself.
  • The deadline for applications is 21 June 2024. 
For FSC, inclusiveness and diversity are important values. As such, we welcome and encourage applications from all backgrounds and are entirely committed to consider all qualified applicants regardless of race, gender, sexual orientation, religion, ethnicity, age and disability.   
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We are looking forward to your application!
About us
Welcome to FSC!  
The Forest Stewardship Council (FSC) is a globally recognized non-profit organization at the forefront of promoting sustainable forestry. With over 150 million hectares of certified forests and a trusted reputation among NGOs, consumers, and businesses, FSC is leading the way in ensuring the long-term health and resilience of the world’s forests.      
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