What will be your role and responsibilities?
Support during German working hours
Standby on a 24/7 rotation basis, rotated amongst 5 team members
Standby support to respond to incidents, and be able to resolve, or delegate to 3rd level support for resolution, and manage the incident accordingly
Action and resolve Incident tickets
Action and resolve Universal Requests
Action and resolve Critical Incident Management tickets as required
Raise and lead tasks for Problem Management tickets as identified
Action and coordinate Change Management tasks and tickets as required
Perform daily handover and start-up tasks to ensure operational support
Ensure that all processes have been investigated / considered in obtaining the specifications of the user requirements
Attend departmental operation meetings
Attend weekly standby review, and ensure handover of responsibilities as and when required
Creating and updating documentation of user guides and guidelines including operations manuals.
Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported.
Providing levels of support and ensuring continuous operation of IT services.
Focusing on continual service improvement to enhance service delivery and process efficiency.
Interacting with clients such as IT service consumers, suppliers, and users to maintain service quality and manage relationships.
Essential skills requirements:
ITIL knowledge and experience
Experience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy
Any additional responsibilities assigned in the Agile Working Model (AWM)Team Charter
Advantageous skills requirements:
Knowledge of IT processes:
Manage Configuration
Manage Problems
Manage Change
Manage Request Fulfilment
Manage Incidents
Experience with Manage Knowledge
ITSM Reporting
Building and maintaining strong relationships between IT and the business
Ensuring a positive customer experience through effective service management
Excelling in clear communication and working well with teams across the organization
Being able to identify, analyse, and resolve issues efficiently
Strong analytical and problem-solving skills with high attention to detail
Ability to relate and interact with a variety of stakeholders at different organisational levels
Proactive and be able to provide new ideas for improvement of processes and work methods
Approaching problems in a systematic way and finding innovative solutions
Collaborating effectively with others to achieve common goals
Always considering the impact on the customer and striving to enhance their experience
The ability to mediate disputes and find mutually acceptable solutions
Willing and able to travel international when required
Team player (working in an international environment and team)
If you are a motivated individual with the necessary qualifications and experience, we invite you to submit your CV. Please note that if you do not receive a response from us within 2 weeks, your application was not successful
