Knowledge and Experience:

• Excellent German (C1) and English (C1) skills in written and spoken
• Good communication skills with customer (German) and the internal technical teams (mainly English)
• Working and maintaining ITSM System tasks in ServiceNow
• Technical Skills in Windows Server operating systems are of advantage but not mandatorily required.
• Analytical skills to understand who to involve and to which teams to distribute the work

Responsibilities:

1. Ticket / queue management

• Ticket routing for incidents, service requests and changes to the appropriate resolver groups
• Escalations
• Translation of customer requirements from German to English
• Information procurement / comparison for ticket processing between customer and technicians
• customer communication
• Ticket tracking: ensuring tickets are current and being accepted, processed and updated by agents within SLAs
• Participation in the Operations Call with the CUSTOMER Admins on Wednesday

2. Change management

• Change creation / scheduling / coordination in GTN ServiceNow: transfer of information from Incident Ticket -Type: Request for Change to a change in GTN ServiceNow
• COLT Notifications of Planned work -> Change creation in CUSTOMER ServiceNow (Information Change)
• Change creation in CUSTOMER ServiceNow with Information provided by the technical processors
• Participating in the GTN-CUSTOMER CAB on Tuesday and Thursday

3. Ticket processing

• Incident analysis, incident resolution / processing (as far as possible based on technical know-how)
• Service request fulfillment (as far as possible based on technical know-how)
• Change fulfillment (as far as possible according to technical know-how)

4. Users account management

• Apply for a service account in CUSTOMER ServiceNow via SR: TALIAS Technical identification, CUSTOMER ServiceNow free-text service request to group: AD-SERVICE with an order to update the Getronics Password Safe on CUSTOMER group share
• GTN internal users apply for new accounts in the CUSTOMER project via Change in GTN ServiceNow
• Transmission of passwords for service accounts from the Getronics Password Safe in the CUSTOMER Groupshare upon request from GTN technicians
• 2FA Portal Administration – Token Assignment, Role Assignment in – SafeNet Authentication Service Manager

5. Customer meetings

• Participating in the GTN-CUSTOMER CAB on Tuesday and Thursday.
• Participating in the Operations call with the CUSTOMER Admins on Wednesday
• Participating in the special application call l with the CUSTOMER on Wednesday

6. Documentation

• Write / update documentation/work instructions (e.g. apply for GTN service accounts) and file them on teams

7. Mobile Device Management solution support

• Processing of incidents and requests which are reported by the CUSTOMER L1, be it through their own proposed solutions or by forwarding them to the L3 or 3RD PARTY
• Management of end devices (incident troubleshooting, reporting, etc) using the Citrix Cloud Console
• Coordination node for interaction between CUSTOMER – GTN – 3rd Party
• Participating in JourFix about MDM and Citrix Netscaler Services (for ticket handling and awareness of current and upcoming tasks)

What we offer you:

We are committed to workplace diversity and provide an inclusive environment with equal opportunities for all employees. We partner with world class experts to bring you the latest in learning and development with training in leadership, technical and personal development. We believe you should be able to enjoy a healthy work-life balance, which is why we actively encourage flexible working arrangements and work from home.

You’ll have the unique opportunity of being part of the team which establishes and develops Getronics’ operations in Romania while also being part of a great global environment.