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Incident & Service Management Analyst
Kyndryl Services Slovensko, spol. s r.o.
Place of work
Bratislava, Slovakia (Job with occasional home office)
Bratislava, Slovakia (Job with occasional home office)
Contract type
full-time
full-time
Wage (gross)
2 200 EUR/month
2 200 EUR/month
Information about the position
Job description, responsibilities and duties
Are you passionate about service management and business analysis? Are you keen to join our SAP Centre of Expertise team of committed and talented professionals at one of the world’s biggest tech startups? If yes, then we have an exciting opportunity for you of the Incident & Service Management Analyst in the CIO organization at Kyndryl Slovakia!
As part of the Incident & Service Management team, you will handle escalated support requests from Service Desk Support Consultant (Level 2) for our Enterprise Applications, initially the SAP strategic platform.
You will be responsible for following formal administrative processes, performing tasks assigned to the level 3 Service Desk and reporting activities to ensure that our enterprise applications are operating and maintained according to internal service levels, operating procedures, and security objectives.
Kyndryl’s SAP landscape is a large complex hybrid model, with on-prem Cloud-hosted S4 Hana and HCM Payroll combined with SAP Cloud solutions such as ARIBA/Fieldglass and SAP Commissionaire to name a few.
Role and Responsibilities
• Responsible for the stable, secure, and supported operation of the SAP Hybrid platform landscape
• Responsible for maintaining applications to agreed service levels
• Work on and resolve escalated tickets
• Work with Service Desk Support Consultant (Level 2) to communicate to the stakeholders the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Manage escalations with 3rd party suppliers through to issue resolution
• Ensure proper recording, documentation and closure of tickets
• Perform as the subject matter expert for troubleshooting and resolving application issues
• Identify opportunities for improvement and make constructive suggestions for change
• Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as-needed per the rhythm and needs of the business
Required Technical and Professional Expertise:
• 3+ years of experience as a service manager working with SAP and ServiceNow
• Wide experience in the different phases of the AM Service lifecycle: definition, preparation, transition, execution, exit
• Knowledge in the market methodologies, i.e. ITIL, and the different service lines: incident (corrective, perfective, preventive) and problem management, support to users, evolutionary and adaptive maintenance, etc.
• Experience in change management processes, release management, Service Level Agreements, Demand Planning, Risk Management, etc.
• Experience in using ServiceNow ITSM toolset, reporting and integration with SAP
• Experience in working on an Agile/ DevOps environment and tools such as Jira, Azure DevOps etc.
Preferred Technical and Professional Experience:
• Preferably ITIL v3 or v4 Foundation Certification
The salary range starts at 2200 EUR gross per month. The final salary offer reflects the set of skills and experience that selected candidates bring to the team.
Kyndryl Slovakia is dedicated to supporting Ukrainian nationals in search of employment in Slovakia. In this process, we utilize the simplified process of ensuring all requisite permits are in place as regulated by the Government of the Slovak Republic.
As part of the Incident & Service Management team, you will handle escalated support requests from Service Desk Support Consultant (Level 2) for our Enterprise Applications, initially the SAP strategic platform.
You will be responsible for following formal administrative processes, performing tasks assigned to the level 3 Service Desk and reporting activities to ensure that our enterprise applications are operating and maintained according to internal service levels, operating procedures, and security objectives.
Kyndryl’s SAP landscape is a large complex hybrid model, with on-prem Cloud-hosted S4 Hana and HCM Payroll combined with SAP Cloud solutions such as ARIBA/Fieldglass and SAP Commissionaire to name a few.
Role and Responsibilities
• Responsible for the stable, secure, and supported operation of the SAP Hybrid platform landscape
• Responsible for maintaining applications to agreed service levels
• Work on and resolve escalated tickets
• Work with Service Desk Support Consultant (Level 2) to communicate to the stakeholders the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Manage escalations with 3rd party suppliers through to issue resolution
• Ensure proper recording, documentation and closure of tickets
• Perform as the subject matter expert for troubleshooting and resolving application issues
• Identify opportunities for improvement and make constructive suggestions for change
• Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as-needed per the rhythm and needs of the business
Required Technical and Professional Expertise:
• 3+ years of experience as a service manager working with SAP and ServiceNow
• Wide experience in the different phases of the AM Service lifecycle: definition, preparation, transition, execution, exit
• Knowledge in the market methodologies, i.e. ITIL, and the different service lines: incident (corrective, perfective, preventive) and problem management, support to users, evolutionary and adaptive maintenance, etc.
• Experience in change management processes, release management, Service Level Agreements, Demand Planning, Risk Management, etc.
• Experience in using ServiceNow ITSM toolset, reporting and integration with SAP
• Experience in working on an Agile/ DevOps environment and tools such as Jira, Azure DevOps etc.
Preferred Technical and Professional Experience:
• Preferably ITIL v3 or v4 Foundation Certification
The salary range starts at 2200 EUR gross per month. The final salary offer reflects the set of skills and experience that selected candidates bring to the team.
Kyndryl Slovakia is dedicated to supporting Ukrainian nationals in search of employment in Slovakia. In this process, we utilize the simplified process of ensuring all requisite permits are in place as regulated by the Government of the Slovak Republic.
Employee perks, benefits
- Growth opportunities and ongoing training in different accounting processes, work experience with different countries and an excellent work environment.
- Personal & Career Development
- Rich education offerings
- Additional Days Off
- Flexible Working Conditions
- 100% Paid Sick Leave
- Critical Illness Insurance, Life & Disability insurance, Medical Center
- Personal & Career Development
- Rich education offerings
- Additional Days Off
- Flexible Working Conditions
- 100% Paid Sick Leave
- Critical Illness Insurance, Life & Disability insurance, Medical Center
Requirements for the employee
Candidates with education suit the position
University student
University education (Bachelor's degree)
University education (Master's degree)
University education (Bachelor's degree)
University education (Master's degree)
Language skills
English - Upper intermediate (B2)
Advertiser
Brief description of the company
Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers, and our communities.
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Our employee learning hub gives you access to the best learning in the industry to receive certifications and accreditations, including Microsoft University, AWS Cloud Center of Excellence, Udemy, and the Harvard Business Review.
Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you! We want you to succeed so that together, we will all succeed.
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Our employee learning hub gives you access to the best learning in the industry to receive certifications and accreditations, including Microsoft University, AWS Cloud Center of Excellence, Udemy, and the Harvard Business Review.
Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you! We want you to succeed so that together, we will all succeed.
Number of employees
1000 and more employees
ID: 4418378
Dátum zverejnenia: 9.12.2022
2022-12-09
lokalita: Bratislava Pozícia: Business Analyst, Database Analyst, IT Analyst, IT/Technical Support Specialist Spoločnosť: Kyndryl Services Slovensko, spol. s r.o.
Základná zložka mzdy (brutto): 2 200 EUR/month