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ITSM Solution Engineer

Předpokládaný nástup 04.09.2018
Lokalita Vienna
Obor Developer
Typ kontraktu Permanent

Popis zákazníka

Our customer introduced Tax Free Shopping in 1980. Today 270,000 affiliated merchants and over 22 million travellers use our cutomer's services throughout the world. He operates over 200 customer services desks in major airports and cities, is headquartered in Nyon, Switzerland since 2001, and employs 1’200 people around the world in 40 countries on five continents.

Váš kontakt v TTP consult

Burak Eskikara + 43 660 429 13 70 burak.eskikara@ttpeurope.com

Nature and aim of the position Successful candidate will be part of ITSM team that is responsible for making sure smooth daily business of all support departments. You will be closely working with internal departments and external vendors in order to constantly improve the technical workflow of our business processes such as:

  • Incident Management
  • Change Management
  • Service Request Management
  • Configuration Management
Being responsible for all ITSM related applications, you will not only act as a central contact for technical requests but you will also have the ability to understand customer needs. Furhtermore, as a proactive and curious team meber, you should be willing to continuously investigate and analyse situations where others would already give up. Besides that you will be inc harge or providing strong reporting chain for Senior Management including the Vice President. 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.

What will be your responsibility?
  • Deploy, configure and operate BMC applications (Remedy, MyIT, Discovery)
  • Configure and operate BMC Remedy modules (Incident / Change / Service Request / Service Level and 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 to improve existing technical workflows and processes
  • Create, maintain and improve reports for management, stakeholders and customers using SAP Business Objects
  • Support Senior Management in achieving improvements in automatization, standardization and simplification
  • Maintain server structure needed by those applications
  • Collaborate closely with 1st level Service Center Operations Provide 2nd and 3rd level support for managed applications and infrastructure
What do we expect from you?​

Background and experience:
  • Relevant IT education or equivalent technical experience
  • Min. 2 – 4 years of professional experience in a supporting role
  • Fluent level of English - both spoken and written English skills, German language - optional
  • Willingness to work on 24/7 on call duty
  • Hands on experience in supporting business applications in large or medium scale environments
  • Basic 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 (MS SQL)
  • Basic understanding of scripting and/or programming
  • Experience in handling projects and collaboration with stakeholders and vendors
Nice-to-have:
  • Experience with BMC products like Remedy, MyIT and/or Discovery
  • experience with SAP Business Objects 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
  • ITIL certification
Competencies:
  • Customer service oriented Operation
  • “hands-on” attitude
  • Strong analytical and investigational skills
  • Independent and self-motivating attitude
  • Creative and dynamic mindset Self-prioritizing and self-organizing
  • Excellent communication skills on different levels (customers, stakeholders, vendors)
What do we offer in return?

As our employee, you will receive an outstanding total compensation and performance-related salary plan depending on your professional and personal qualifications. As we believe your compensation goes beyond your pay check, we offer a competitive salary plus yearly bonus, as well as a wide range of other perks and benefits:
  • International environment
  • Challenging job
  • Flexible working time
  • Training and development
  • Good location close to public transport
  • Wellbeing, company doctor, meach vouchers
  • Referral bonus Team building, party and events

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