Senior Applications Engineer – Business Support & Consulting (Microsoft 365 & Atlassian Jira/Conflue

Roles & Responsibilities:

• Act as primary point of contact and trusted advisor for business units on Microsoft 365 (Teams, SharePoint, OneDrive, Outlook) and Atlassian (Jira, Confluence).
• Provide 1st- and 2nd-level application support via ticket, phone, Teams and on site, ensuring fast, user-friendly resolution within agreed service levels.
• Analyse business processes and advise on how to improve collaboration, document management, project tracking and knowledge sharing.
• Gather and assess business requirements in cooperation with Demand Management and translate them into practical, supportable solutions.
• Design user-facing solutions such as Teams and SharePoint structures, Jira projects, boards and workflows, and Confluence spaces and templates.
• Drive user adoption through training, onboarding, quick guides and a network of key users across business units.
• Analyse recurring requests and reduce support demand through FAQs, templates and self-service offerings.
• Communicate new features and changes to users in a clear, business-oriented way.
• Perform functional configuration (permissions, projects, workflows, templates) and coordinate technical changes with IT Operations and Cybersecurity.
• Escalate technical issues to internal administrators, vendors or partners and track them to resolution.
• Maintain user and solution documentation in Confluence and report on support performance and user satisfaction.
• Plan licensing, subscriptions, budgets, renewals, vendor relationships, contract performance and cost-optimization activities.
• Collaboration and alignment with corporate IT and participation in group-wide change boards