Requirements:

• Expertise in ITIL V4 framework
• Experience in incident management, troubleshooting, and Root Cause Analysis (RCA) documentation
• Experience in the usage of MS Professional Applications, SAP, BMC Remedy, Service Now Jarvis, Contract Database, Confluence, Jira
• Basic Experience in realising churn potential and claim management
• Basic knowledge in contract management, financial management, service management and service improvement, escalation management
• Open communication to external/internal stakeholders (customer, internal management)
• Flexibility for transformation/adaption to own work environment and knowledge capabilities

Project description:

Our customer is a German company specializing in comprehensive IT solutions, supporting enterprises in their digital transformation. With extensive experience, it offers high-quality services that include IT infrastructure management, business applications, and modern workplace (Digital Workplace) solutions. The company focuses on long-term relationships, tailoring services to meet clients’ specific needs, ensuring stability, security, and innovation. They operate throughout Germany, with its primary goal being to help clients achieve long-term success in a dynamic technological landscape. The company serves a wide range of clients, including large enterprises and organizations with complex IT needs and provides modern IT infrastructures and scalable cloud solutions, such as SAP and AI, customized to clients’ requirements. Our customer operates as a dynamic IT service provider, supporting the digital transformation of the German economy.

Main responsibilities:

• Accountability over small-size and low-complexity customers
• Execution of tasks mainly under supervision of more experienced colleagues
• Ensuring proper awareness of priorities
• Ensuring customer needs and expectations are understood and properly executed in the operations
• Ensuring tasks are completed efficiently and costs savings are made whenever possible
• Basic financial management and understanding basic financial concepts (cost, profit, cash flow)
• Effective resource management and costs minimization activities, so that activities are conducted within budget
• Risk Management
• Creation and maintenance of process documentation
• Monitoring and raising improvements, claims etc.
• Monitoring and reporting on service performance
• Managing service reviews and follow up actions
• Quality management
• Contributing to remediation of service failure and continuous improvement of delivery
• Support of Sales Team
• Ownership of escalation process
• Managing of escalations if needed in a proper way (according to the customer based governance model)
• Processing of personal data to the extent necessary for the proper performance of duties