Product / Feature Team Information (if applicable)
IT Service Management
ESSENTIAL SKILLS REQUIREMENTS:
· Fluent English-speaking, including business reading and writing
· 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:
o Manage Configuration
o Manage Problems
o Manage Change
o Manage Request Fulfilment
o Manage Incidents
o Manage Knowledge
o ITSM Reporting
· Experience with the Agile Methodology.
· 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.
· IT experience (not a prerequisite)
SOFT SKILL REQUIREMENTS:
· 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.
· Strong interpersonal skills, including intercultural understanding.
· Able to work under pressure and be resilient in stressful situations. Remaining calm and patient in stressful situations or when dealing with challenging issues
· Must be self-motivated and open to learn independently.
· Proactive and be able to provide new ideas for improvement of processes and work methods.
· Self-starter.
· Flexibility to take up different tasks in the team and be a team player.
· 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)
WHICH QUALIFICATIONS/EXPERIENCE DO WE NEED FOR THE ROLE?
· Min. ~ 3 years proven working experience in IT Service management support.
· ITIL Foundation
· IT qualification (advantageous)
· Applicable ServiceNow certification (advantageous)
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.
WHAT DO WE OFFER YOU?
· Cutting edge global IT system landscape and processes
· We offer you an exciting position in the field of Data Analytics: Contribute to IT stability and customer satisfaction by building cutting-edge IT Service Management with a focus on analytics and smart predictions. Join our agile development team and become creative with top tools like Service Now and Splunk as well as our own custom developments
· Flexible working of 1960 hours in a 12-month period
· High Work-Life balance
· Remote / On-site work location model
· Affordable Group vehicle promotions (buying or leasing options available, terms and conditions apply)
· Highly motivating, energetic, and fast-paced working environment
· Modern, state-of-the-art offices
· Dynamic Global Team collaboration
· Application of the Agile Working Model Methodology
