Application Support
Other
Application Support
Ework Group
Wrocław
Type of work
Undetermined
Experience
Mid
Employment Type
B2B
Operating mode
Office
Tech stack
SQL
ITIL
Service Now
BMC Remedy
Price Manager
C#
Job description
Role Requirements
- English language: excellent in writing and speaking is a must
- 2-3 years’ experience in customer service / business support
- Proven ability to work under pressure
- Available to work on shifts (day-time job), as communicated by management
- Available to work based on client (international) calendar, as communicated by management
- Open-minded, can-do attitude and pro-active approach
- Financial understanding and/or background will be considered a plus
- Knowledge of captive finance domain or the specific customer finance (VFS) core process & system operation will be considered a plus
- Knowledge of commercial transport OEM domain knowledge will be considered a plus
Technical Competences
- ITIL knowledge
- Must have SQL knowledge and understanding of relational databases
- Knowledge of IT infrastructure and understanding of application components (webapplications, services, integrations etc)
- Use ITSM tools such as Service Now, BMC Remedy or similar will be considered a plus
- Having knowledge of Price Manager workflow will be considered a plus
- Having experience as a software developer would be considered a plus.
- Being able to read and understand C# code would be considered a plus.
- Being able to debug C# code would be considered a plus.
- Being able to make small code changes would be considered a plus.
- Being open to later move towards a .Net developer role will be considered a plus
Service description
- Take ownership of issues, prioritization, fault diagnosis, tracking progress
- Key point of contact regarding operational support activities for the IT Business counterparts
- Providing application and technical support to internal and external users
- Analyze and enrich incidents and events with information needed or experiences
- Investigating issues that have been escalated 3rd line investigations where required.
- Manage escalated incidents from 1st line and liaising with other areas of the business to progress the resolution of escalated calls
- Being involved in the incident management process for critical issues
- Perform standard requests regarding business configuration/administration changes
- Perform standard requests regarding business data updates or dumps
- Initiate improvements (problems) to solve issue in a structural way
- Respects commitments according to the support part of the Business SLA
- Escalate to Service (Delivery) Manager, if event or incident cannot be solved (in time)
- Provide a daily (start of business day) report on all open PM/TQ/PF incidents, BSM events (and their status) in since last report and Standby activity (if applicable)
- Continuously chasing all parties on open incidents of which the SLA is in danger or not met, escalate where needed
- Interpersonal Competences
- Proven experience in working in a multi country and culture environment
- Proven experience in working with off-site stakeholders, flexible working hours
- Good communication and collaboration skills
- Proven working experience with working in agile teams
- Eager to learn quickly, able to follow procedures (and tools) and provide excellent support
Benefits:
✓ Individually chosen trainings and courses
✓ Professional and career growth
✓ Multisport and private medical care cards
✓ An interesting job for a big organization
✓ Transparent work conditions with both Ework Group and the Client