As an Application Support Professional, you will:
- Provide personalized technical assistance to pensioners via phone and the ServiceNow portal, ensuring a smooth transition to modern authentication.
- Conduct face-to-face support sessions, potentially in coordination with pensioner associations, to physically configure hardware and software.
- Guide users through the end-to-end installation and configuration of the EU Login app, security keys (FIDO2), and e-ID solutions.
- Log, categorize, and track all user interactions and technical issues within the ServiceNow ticketing system to ensure no request is lost.
- Diagnose digital hurdles related to mobile device compatibility, app synchronization, and credential recovery.
- Identify high-complexity technical blockers and coordinate with senior engineering teams for rapid resolution.
- Design and facilitate structured training sessions and webinars to educate large groups of users on security best practices.
- Collate common user pain points and transition hurdles to provide the client with actionable insights for process improvement.