Application Support Expert (m/f/d)

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About The Role

The 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 advantage.

Your Responsibilities

• Application Lifecycle Management
  • Oversee onboarding, configuration, and decommissioning of applications
  • Maintain license allocations and ensure compliance across tools (SAP ByDesign, Atlassian, 3DExperience, CRM)
  • Plan and coordinate system upgrades, end-of-life transitions, and vendor-supported changes
• Configuration and Customization
  • Configure 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 capabilities.
• User Enablement & Training
  • Develop onboarding plans, training materials, and role-based guidance for new users.
  • Conduct regular training sessions to ensure effective use of workflows, especially within 3DExperience and other integrated applications.
  • Act as a point of contact for business teams, translating technical concepts into clear, actionable insights.
• Support Operations & Service Desk Management
  • Lead first-level and second-level support efforts within ITSM frameworks (Incident, Problem, and Change Management).
  • Organize, resolve, or elevate issues to vendors.
  • Identify recurring issues, drive root cause analysis, and implement preventative measures.
• Procedures, Documentation & Governance
  • Own all process documentation, including application workflows, support procedures, escalation paths, and knowledge base articles.
  • Ensure audit-ready records for compliance and internal governance.
  • Define and enforce application support standards aligned with ITIL and organizational requirements.
• Monitoring, Reporting & Continuous Improvement
  • Establish KPIs for application health, user adoption, and ticket resolution
  • Create reports to communicate system performance to stakeholders
  • Identify opportunities to streamline workflows, reduce complexity, and optimize user experience
• Stakeholder & Vendor Relations
  • Act as the central liaison between technical teams, non-technical users, and external vendors.
  • Coordinate with vendors for escalations, bug fixes, updates, and feature enhancements.
  • Align application strategy with business priorities and support project initiatives.

Essential Skills

• 5+ years of application support and lifecycle management experience, with a commercial/functional focus.
• Strong background in Project Planning, ITSM (ITIL-based) and Application Lifecycle Management.
• Proficiency 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 administration.
• Excellent written and verbal communication skills for interacting with diverse technical and non-technical stakeholders.
• Fluency in English (German proficiency is a plus).

Beneficial Skills

• Familiarity with ticketing tools (e.g., TOPdesk, ServiceNow, Jira Service Management).
• Experience with vendor negotiations and process improvement initiatives.
• Knowledge of data integrity, content management, and monitoring dashboards for real-time system performance tracking.
• Exposure to strategic planning and defining application-related KPIs.
• Understanding of change management practices within ITSM environments.

What we offer

• A 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.

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About Us

Agile 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.

We are proud of our diversity and welcome your application regardless of gender and sexual identity, nationality, ethnicity, religion, age, or disability.

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