Job Description
About the Role
We are looking for a IT Service Analyst to join Competence Hub project. You will establish and optimize internal procedures, leveraging existing knowledge inside the company and evaluating/collaborating in the ramp up of new projects across various departments.
What you will be doing
• You will be working on the interconnected ecosystem and further developments on a platform that allows to monitor remotely the hardware devices on several VW Factories.
• Provide a global support according to business expectations based on SLA's, focused on Incidents, Problem, Change and Request Management processes using the ITIL framework;
• Interact with a broad range of setups that will allow you experience working both with on-prem systems and new cloud based solutions (AWS)
• Verify if the applications are working correctly, namely if the communication between the applications and the servers is working properly and if not try to find a solution or solve the incident;
• If needed, escalate the problem to the application responsible and verify the status of the incident in order to solve it in the shortest possible time;
• Collaborating directly with the team in Germany with the aim of managing customer’s expectations and meet client’s expectations.
What you will bring
• Academic Background in Information Technologies or relevant previous experience in Application Support/Service Analysis;
• Proven experience in Application Support
• IT basic knowledge (cloud, network, databases, application servers and how they fit together);
• Passionate about technology, problem solving and eagerness to learn
• Willing to engage in our international mindset and culture.
• Proficient in spoken and written English
