Nature and aim of the position
In this position, you are part of the IT Service Management team. This team is one of the core teams of the IT Technology department making sure, that the daily business of all support departments is as smooth as possible. In close cooperation with internal departments and external vendors, you constantly improve the technical workflow of Global Blues business processes:
- Incident Management
- Change Management
- Service Request Management
- Configuration Management
Being responsible for all ITSM related applications, you act not only as central contact for technical requests, you also have the ability to understand customer needs. Furthermore, you are a pro-active and curious kind of team member, willed to continue investigations and alaysises where others would already give up. Besides that, the Senior Management including the Vice President of the IT Technology department rely on a strong reporting chain provided by you in this position. This enables you to not only become a customer oriented technical key player, but also an essential guarantor for proving the success of the IT Technology department with various reports.
Main duties and responsibilities
- Deploy, configure and operate ITSM applications (e.g. ITSM Remedy, ServiceNow, OTRS, etc.)
- Configure and operate BMC Remedy modules:
- Incident Management
- Change Management
- Service Request Management
- Service Level Management
- Asset Management
- Test and implement customizations and improvement delivered by external development
- Participate and lead projects in cooperation with external vendors to introduce new and improve existing technical workflows and processes
- Create, maintain and improve reports for management, stakeholders and customers
- Support Senior Management in achieving improvements in automatization, standardization and simplification
- Maintain server structure needed by those applications
- Close collaboration with 1st level Service Center Operations
- Provide 2nd and 3rd level support for managed applications and infrastructure
Profile and education.
- Relevant IT education or equivalent technical experience (e.g. college/university education in IT Systems Management or comparable)
- Minimum 5 years of professional experience in a support role
- Customer service oriented
- Advanced oral and written English skills
- Operation hands-on attitude
- Strong analytical and investigational skills
- Independent and self-motivating attitude
- Creative and dynamic mindset
- Willingness to work as on call engineer (24 hour on call duty)
Specific skills and knowledge
Must-have:
- Hands on experience in supporting business applications in large or medium scale environments
- Experience with ITSM products like ServiceNow, ITSM Remedy, etc.
- ITIL certification (min. Foundation)
- Good understanding of ITIL business processes
- Wide-spread general IT competence
- Ability to move in a Windows server environment
- Basic understanding and knowledge of Microsoft databases
- Basic understanding of scripting and/or programming
- Solid experience in self-prioritizing and self-organizing
- First experience in handling projects and collaboration with stakeholders and vendors
- Excellent communication skills on different levels (customers, stakeholders, vendors)
Nice-to-have:
- Experience with reporting tools
- Practice in planning, preparing and holding workshops and trainings
- Experience in maintaining and updating documentations
- Working in an international environment
- Basic knowledge of Linux systems
- Experience with the ticketing tool 4me will be a valuable asset.
