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