What will you do?

Purpose
Independently check, execute, solve (where appropriate), and creates tickets (problem ticket, change management ticket, incident, delivery order (DO)) in order to maintain service to customers according to given quality KPIs and internal processes (INM, CHM, PRM, DOM). 2nd and 3rd level environment.
Key accountabilities

• Defect Management (updating known issue list, tracking INM/PRM, …), L2 - Support, Communication and handover tasks to UC Operation for 1 level support
• Housekeeping activities ( e.g. database cleanup, database corrections, ), Capacity Management, management of new patch sets, new versions to be patched, KPI’s reports, reports about Patch changes, Quality reports ...
• Onboarding of new customers, Handling of integration demands into new operational units or new customers, Onboarding of new patch modules (first time deployment)
• Support of testing of new releases and new features, Support for rollout of new versions or releases, Creation and maintenance of end user operation guide, wiki, videos
• Presentation of life demos for stakeholders, Supporting & Training of end users, Roll-Out solution to operation teams -> Training and Supporting of End Users, Collecting feedback from end users as Input for improvements.

You will succeed if you:

Technical Knowledge:

• Knowledge about Microfocus SA and OO
• Basic knowledge of scripting (e.g. Phyton, …)
• Basic knowledge about server administration (Windows, LINUX, AIX, ….) and application operation
• Knowledge about SQL queries

Process:

• ITIL knowledge especially regarding INM, PRM, Change management
• SCRUM, Agile, SAFe
• Basic knowledge of SW development and release management

Tools:

• JIRA
• Confluence
• MS Office
• SNOW and or SM9

Soft Skills:

• Good technical understanding and analytical skills for doing Troubleshooting
• Presentation skills for doing live demos and training
• Documentation skills for creating WIKI’s, presentations etc.
• Attention to detail and dedication to quality
• Ability to work independently and cross-functionally with other members of the team
• Ability to communicate both good news and bad with urgency
• Proactiveness

Language

• English language - Upper intermediate (B2)

Why should you choose us?

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development *
• Benefits with focus on health and sport *
• Benefits with focus on family and work - life balance
• Other benefits *

For more information about our benefits click to Benefits

Benefits with * are applicable also to part-time positions.
This information may be subject to changes and other internal rules.

Wage (gross)

1 000 EUR/monthFinal salary is negotiable. We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1000 € /brutto.

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