Job Summary
Job Responsibilities : • Initiates and participates in process alignment meetings – internal/with the Client/other Service Providers • Documents obtained knowledge in the knowledge base • Maintance knowledge base accurate and up-to-date • Organizes and performs training and refresher sessions • Creates and Maintaince NewHire Training Roadmap and Training Materials up-to-date • Performs regular quality checks • Provides feedback • Monitors and reports team’s success • Performs Root cause analysis of CSAT and complaints, identifies improvement opportunities and implements CAPA Technical activities • Coordinate actions within the team • Coordinate actions with other service units • Provide technical guidance and advisory • Contribute to project plans • Identify potential optimizations Qualifications and Requirements • Relevant professional experience • Intensive experience in error analysis and in close cooperation with other support teams • Strong process-oriented work • Experience in large and heterogeneous infrastructures • Very high level of service orientation • High level of commitment as well as very responsible and independent way of working • Good knowledge of German and English, both written and spoken
Key Responsibilities
Job Responsibilities : • Initiates and participates in process alignment meetings – internal/with the Client/other Service Providers • Documents obtained knowledge in the knowledge base • Maintance knowledge base accurate and up-to-date • Organizes and performs training and refresher sessions • Creates and Maintaince NewHire Training Roadmap and Training Materials up-to-date • Performs regular quality checks • Provides feedback • Monitors and reports team’s success • Performs Root cause analysis of CSAT and complaints, identifies improvement opportunities and implements CAPA Technical activities • Coordinate actions within the team • Coordinate actions with other service units • Provide technical guidance and advisory • Contribute to project plans • Identify potential optimizations Qualifications and Requirements • Relevant professional experience • Intensive experience in error analysis and in close cooperation with other support teams • Strong process-oriented work • Experience in large and heterogeneous infrastructures • Very high level of service orientation • High level of commitment as well as very responsible and independent way of working • Good knowledge of German and English, both written and spoken
Skill Requirements
Skill Requirement : Skills & Competencies: Language skills: • Excellent written and spoken command of English and German. Technical/Application Skills: • Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems, Service Now. • SCCM / MECM • System Administration & System Engineering • Presentation skills. Soft Skills: • Profound Job knowledge. • Quality and result orientation. • Time Management (planning, organization, prioritization). • Effective feedback skills. • Customer focus, • Teamwork and ethics. • Attendance and punctuality.
Other Requirements
Other Requirement : Education • High school degree is a must. • University degree (Bachelor) is a must. • University degree ( Master) is an advantage. Shift Schedules: • Punctuality & Flexibility to changes in shift schedules – availability to work on different shifts 24/7. Experience: • Relevant experience: 2 – 4 years. • Preferable experience: Experience in maintaining a large knowledge base structured and well organized. Service Now