IT User Support Technician

Description

Position Summary: Provide support to business users in the insurance sector, managing incidents and requests, and collaborating with technical teams to improve processes. Key Highlights: 1. User support and incident management in the insurance sector. 2. Collaboration in continuous process improvement using new technologies. 3. Technical support to management and the Workplace area. LOCATION.\- MAJADAHONDA \- CR. POZUELO DE ALARCON, 50\-1 **Hierarchical and/or Functional Reporting Line** INFRASTRUCTURE MANAGER, IT SAU \- JOSE ANDRES MALAGÓN RABADAN. **Job Responsibilities (Key Functions)** Your primary mission is to support business users of the Insurance Unit of SPAIN, participating companies (SANTANDER\-MAPFRE and others), banking agreements, alliances, subsidiaries, intermediaries, collaborating professionals, and all other groups utilizing any applications provided by MAPFRE SPAIN. Collaborate with IT technical teams to resolve incidents. User support service. Support business users of the Insurance Unit of SPAIN, participating companies (SANTANDER\-MAPFRE and others), banking agreements, alliances, subsidiaries, intermediaries, collaborating professionals, and all other groups utilizing any applications provided by MAPFRE SPAIN. Responsible for end-to-end incident and request management—from initial reporting and registration through resolution and closure. Manage incidents and requests from local users. Act by registering, categorizing, resolving, and, if not possible, escalating to relevant areas involved in incident and request resolution. Technical support to the Entity’s Management (Directors and Deputy Directors). Support to the Entity’s Workplace area. Monitoring of incident and request management across the territory. Coordination and management of Level 1.5 incidents. Identification, continuous improvement, and ongoing support of internal processes using new technological tools and automation (RPAs, AI, etc.) **Required Education and Knowledge** User-level technological knowledge. Familiarity with SAU’s incident and request management tool (HPSM). Knowledge and experience with business-specific tools used in Spain. Proficiency in collaboration tools (Teams, SharePoint, etc.). Knowledge of process management, ITIL, agile methodologies, and continuous integration tools. **Professional Experience Required for the Position** More than 2 years’ experience in technology environments. Experience in user and/or customer management. Experience in technology transformation projects. Experience supporting CORE solutions in the insurance sector will be valued. Understanding of insurance business processes in Spain. **Competencies** * Strategic leadership and cross-functional influence capability. * Technological vision and results orientation. * Excellent communication and collaboration skills. * Analytical ability and decision-making capability in complex environments. * Improvement of operational efficiency and technical quality of deployed solutions.