What will be your role and responsibilities?Support during German working hoursStandby on a 24/7 rotation basis, rotated amongst 5 team membersStandby support to respond to incidents, and be able to resolve, or delegate to 3rd level support for resolution, and manage the incident accordinglyAction and resolve Incident ticketsAction and resolve Universal RequestsAction and resolve Critical Incident Management tickets as requiredRaise and lead tasks for Problem Management tickets as identifiedAction and coordinate Change Management tasks and tickets as requiredPerform daily handover and start-up tasks to ensure operational supportEnsure that all processes have been investigated / considered in obtaining the specifications of the user requirementsAttend departmental operation meetingsAttend weekly standby review, and ensure handover of responsibilities as and when requiredCreating 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 experienceExperience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC RemedyAny additional responsibilities assigned in the Agile Working Model (AWM)Team Charter Advantageous skills requirements:Knowledge of IT processes:Manage ConfigurationManage ProblemsManage ChangeManage Request FulfilmentManage IncidentsExperience with Manage KnowledgeITSM Reporting Building and maintaining strong relationships between IT and the businessEnsuring a positive customer experience through effective service managementExcelling in clear communication and working well with teams across the organizationBeing able to identify, analyse, and resolve issues efficientlyStrong analytical and problem-solving skills with high attention to detailAbility to relate and interact with a variety of stakeholders at different organisational levelsProactive and be able to provide new ideas for improvement of processes and work methodsApproaching problems in a systematic way and finding innovative solutionsCollaborating effectively with others to achieve common goalsAlways considering the impact on the customer and striving to enhance their experienceThe ability to mediate disputes and find mutually acceptable solutionsWilling and able to travel international when requiredTeam 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