Business Application Support

Did you know that just about every 27 seconds, someone in the world is diagnosed with blood cancer? Help us support the digital tools that make our international work possible as our new Business Application Support colleague!

WMDA is an association in the field of hematopoietic stem cell donation and international exchange. We promote donor protection and facilitate an efficient transplant process. Professionally organised, WMDA staff collaborate with volunteers and organisations worldwide.

We are looking for a Business Application Support (Functioneel Beheerder) colleague to join our ICT team.

In this role, you will be responsible for the day-to-day support, functional management, configuration and continuous improvement of WMDA's business applications. You will be an important link between our users, ICT colleagues and external software suppliers, making sure applications remain reliable, well configured and aligned with the needs of the organisation.

This is a varied role for someone who enjoys understanding how applications and business processes work, helping users solve problems and coordinating improvements with suppliers and colleagues. You do not need to be a software developer, but you should be technically curious and comfortable investigating application issues and working with technical specialists.

If you enjoy solving problems, supporting people and continuously improving the applications they rely on, we would love to hear from you!

What you will do

Application support

• Be a primary point of contact for application-related questions, incidents and service requests.
• Investigate and resolve functional application issues and coordinate technical escalations where required.
• Track incidents and follow them through to resolution.
• Help users get the most out of the applications they work with.
• Develop and maintain user guides, instructions and knowledge-base information.
• Participate in an occasional standby/on-call arrangement to support business-critical applications outside normal working hours.
• Be available, when scheduled, to respond to urgent application issues during evenings, weekends and public holidays.

Application management

• Manage the day-to-day operation, administration and support of WMDA's third-party business applications.
• Maintain application configurations, user settings and access permissions.
• Monitor application performance and identify opportunities for improvement.
• Coordinate application testing, upgrades, releases and implementation activities.
• Support applications throughout their lifecycle, from implementation and ongoing operation through to eventual replacement.

Business processes and continuous improvement

• Build a strong understanding of WMDA's business processes and how our applications support them.
• Translate user and business needs into practical functional solutions and improvements.
• Assess feedback and improvement requests and coordinate application changes.
• Support user acceptance testing and the introduction of new functionality.
• Contribute to application roadmaps and continuous improvement initiatives.

Suppliers and stakeholders

• Act as an operational liaison between WMDA and external software suppliers.
• Coordinate incidents, changes and improvement requests with application providers.
• Work closely with Product Owners, developers and other ICT colleagues.
• Build strong working relationships with colleagues across the organisation.

Documentation and good application governance

• Maintain accurate application, configuration and support documentation.
• Help ensure documentation remains current and accessible.
• Support compliance with relevant WMDA policies and data-protection requirements.
• Contribute to audits, risk assessments and business-continuity activities where relevant.

Your qualifications and skills

Qualifications and experience

We are looking for someone with:

• Experience in application support, business application management or functional application management.
• Experience using support or ticketing applications such as TOPdesk or Jira.
• Experience supporting and administering business-critical applications.
• Strong analytical and problem-solving skills and a structured approach to troubleshooting.
• Experience working with software suppliers or external vendors.
• The ability to understand user needs and translate them into practical solutions.
• Experience in creating and maintaining user and process documentation.
• A good understanding of business processes and how technology supports them.
• Good organisational skills and the ability to manage several priorities at the same time.
• Good written and spoken English, as WMDA operates in an international environment.
• Knowledge of Microsoft 365 and related business applications.
• Willingness and practical availability to participate in an occasional out-of-hours standby/on-call schedule, including evenings, weekends and public holidays.

Experience with SaaS applications, IT service-management processes, application integrations or APIs, application implementation or migration projects, or working within healthcare, non-profit or international organisations would be an advantage.

Soft skills

For this role, who you are is just as important as your technical knowledge. We are looking for someone who is:

• Service-oriented – you enjoy helping users and want them to have a positive experience.
• Analytical and methodical – you investigate problems systematically before deciding on the right solution or escalation.
• Accountable – you take ownership of an issue and follow it through to resolution, even when another team or supplier needs to perform the fix.
• A clear communicator – you can explain application issues to non-technical users while also providing technical suppliers with the information they need.
• Curious and eager to learn – you enjoy understanding how applications, processes and integrations work together.
• Patient and approachable – you are comfortable supporting colleagues with different levels of technical knowledge.
• Organised and pragmatic – you can balance several incidents and requests while recognising what needs an urgent fix, a formal change or simply clearer user guidance.
• Collaborative and detail-oriented – you enjoy working with users, suppliers and ICT colleagues and pay attention to configuration, data quality, documentation and testing.

What do we have to offer?

• A 13th-month salary and pension.
• An ideal office location, just a 5-minute walk from Leiden Central Station.
• A hybrid working model.
• Highly team-oriented and motivated colleagues.
• Compensation for participation in the agreed standby/on-call arrangement, in accordance with WMDA employment conditions.
• The opportunity to work with people from all around the world and contribute to work that can make a meaningful difference to people's lives.

Applying for the role of Business Application Support?

If your skills and experience match the description above, we would love to hear from you. Please send your CV and motivational letter to hr@wmda.info. If you have any questions about the position, feel free to reach out. Interim CVs will not be processed.

Application process

1. First interview: A short online interview to get to know each other and discuss your experience and motivation.
2. Second interview: An in-person interview at our office in Leiden, where we will explore the role, your experience and how you approach practical application-support scenarios in more detail.
3. Practical assessment: Selected candidates may be asked to complete a short practical or case-based assessment relevant to application support and functional application management.

About WMDA

Headquartered in Leiden, the Netherlands, WMDA works to ensure that each patient worldwide has equal access to high-quality cells for transplantation from stem cell donors whose rights and safety are protected. We facilitate doctors in matching stem cell donors with patients in need.

This vacancy is open to people with an EU work permit only. Please note that acquisition is not appreciated.