As a SME technical support, you will join the Global Process Owners department to contribute to Stryker’s goals by ensuring a robust support infrastructure for the Global Finance Services. The Tier 2 Technical Support serves as an escalation point for complex technical issues unresolved by Tier 1 support. This role combines strong technical troubleshooting skills, systems knowledge, and business application understanding to diagnose, resolve, and document incidents and service requests. The role works closely with Tier 1 support, application owners, infrastructure teams, and vendors to maintain service levels and ensure operational continuity across enterprise platforms and applications. **What you will do:** **Incident & Problem Management** · Investigate and resolve moderately complex incidents escalated from Tier 1 support. · Analyze patterns of recurring issues and support root cause analysis in collaboration with Tier 3 or engineering teams. · Maintain clear and detailed incident documentation and resolution notes. **Technical Troubleshooting** · Troubleshoot application, system, network, and infrastructure issues, including logs and integrations. · Assist with performance issues, data errors, and technical glitches in business-critical applications (e.g., Medius, ERP, CRM, custom systems). · Recreate user issues in test environments to isolate bugs or identify configuration errors. **Collaboration & Escalation** · Liaise with development teams, third-party vendors, and infrastructure teams for issues requiring deeper technical expertise. · Escalate unresolved incidents following defined SLAs and provide detailed diagnostics. · Partner with Tier 1 teams to coach and enhance their technical troubleshooting knowledge. **System & Application Support** · Perform routine system checks and scheduled maintenance, as well as monitor health indicators across key platforms. · Manage user provisioning and access for more advanced configurations and integrations. · Support deployments, application patches, and testing for new releases or updates. · Enhancements or New Application Support **Knowledge Management** · Create and update technical documentation and knowledge base articles for Tier 1 and end-user use. · Contribute to support playbooks, runbooks, and best practice guides. · Continuous Improvement · Recommend improvements to support processes, tooling, and automation based on ticket trends. · Track and report on performance metrics related to incident resolution, response time, and quality. · Training & Onboarding Support **What you need:** · Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent work experience. · Fluent spoken and written English. Any other language is a plus. · Proficient with support tools (e.g., ServiceNow, Zendesk, Jira) and ticketing systems. · Familiarity with common enterprise applications (ERP, CRM, HRIS, etc.) and general IT concepts. · 3-4+ years of experience in an operational AP role or systems administration. · Proficient in troubleshooting business applications and networking fundamentals. · Experience using ITSM tools such as ServiceNow, Zendesk, or Jira Service Management. · Familiarity with databases (SQL), scripting (PowerShell, Python), and APIs is a plus. Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.