Job Description

We are recruiting an experienced Application Engineer - Service Management tools to join our team.

Reporting to Solution Lead IT Service Management, you will be part of the ITSM team that 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 will constantly improve the technical workflow of Global Blue’s business processes according to ITIL.

Being responsible for all ITSM related applications, you will act as not only a central point of contact for any technical requests, but you will need to understand customer needs. Furthermore, we are looking for a pro-active and curious kind of team member willing to continue investigations and analyses where others would already give up. Beside 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.

RESPONSIBILITIES

• to deploy, configure and operate IT Service Management application (4me)
• to test and implement of customizations and improvement delivered by external development partner
• to participate and lead projects in cooperation with external vendors to introduce new and improve existing technical workflows and processes
• to create, maintain and improve of reports for management, stakeholders and customers
• to support Senior Management in achieving improvements in automatization, standardization and simplification
• to maintain server structure needed by those applications
• to closely collaborate with 1st level Service Center Operations
• to provide 2nd/3rd  level support for managed applications and infrastructure
• to prepare and hold workshops and trainings
• to maintain and up-date documentation

REQUIREMENTS

Background

• Relevant IT education or equivalent technical experience (e.g. college/university MINT programme, preferably IT Systems Management)
• Min. 2 years of working experience in Application Support role OR as Web PHP Developer
• Experience working in an international environment
• Hand´s on experience in supporting business applications
• Wide-spread general IT competence
• ITIL processes – advanced experience, ITIL foundation certification or better
• Programming in PHP
• Knowledge of Windows server and MS SQL server
• Linux is an advantage
• Scripting/programming – good knowledge
• Hand´s on experience with ITSM products like Service Now, Jira ITSM, Remedy ITSM – big advantage
• Fluent English
• Willingness to work on 24/7 “on call” duty

Personal skills

• Strong communication skills
• Project Management skills
• Customer focus
• Strong analytical, investigational and problem solving skills
• Independent and self-motivated
• Creative and dynamic mindset, proactive
• Flexibility
• Self-organized and able to prioritize

WE OFFER

Why working with us:

• Our organizational culture is based on values such as Innovation, Respect, Collaboration, Customer centricity and Empowerment.
• To work in fast growing international company with inspiring colleagues from many different countries;
• To work in cool and relaxed environment., without strong formalities and accessible leads.
• To have the possibility of flexible hours and working remote;
• To have learning & development opportunities alongside a team of real and unique people
• To receive a Top-notch “tech pack” to make your working days more agile.
• To benefit from an Employee referral program
• To have a great Health Insurance, and keep that check-ups up to date.
• To benefit from a Bonus Plan, considering yours and the Company´s evaluation.
• To have occasional company-wide events and team events for bonding

Job Requirements