Application Engineer - Service Management tools

We are recruiting an experienced Application Engineer - Service Management tools to join our team.

Reporting to Solution Lead IT Service Management, you will be part of the ITSM team that is one of the core teams of the IT Technology department making sure, that the daily business of all support departments is as smooth as possible. In close cooperation with internal departments and external vendors, you will constantly improve the technical workflow of Global Blue’s business processes according to ITIL.

Being responsible for all ITSM related applications, you will act as not only a central point of contact for any technical requests, but you will need to understand customer needs. Furthermore, we are looking for a pro-active and curious kind of team member willing to continue investigations and analyses where others would already give up. Beside that, the Senior Management, including the Vice President of the IT Technology department, rely on a strong reporting chain provided by you in this position. This enables you to not only become a customer oriented technical key player, but also an essential guarantor for proving the success of the IT Technology department with various reports.

RESPONSIBILITIES

to deploy, configure and operate IT Service Management application (4me)

to test and implement of customizations and improvement delivered by external development partner

to participate and lead projects in cooperation with external vendors to introduce new and improve existing technical workflows and processes

to create, maintain and improve of reports for management, stakeholders and customers

to support Senior Management in achieving improvements in automatization, standardization and simplification

to maintain server structure needed by those applications

to closely collaborate with 1st level Service Center Operations

to provide 2nd/3rd level support for managed applications and infrastructure

to prepare and hold workshops and trainings

to maintain and up-date documentation

REQUIREMENTS

Background

Relevant IT education or equivalent technical experience (e.g. college/university MINT programme, preferably IT Systems Management)

Min. 2 years of working experience in Application Support role OR as Web PHP Developer

Experience working in an international environment

Hand s on experience in supporting business applications

Wide-spread general IT competence

ITIL processes – advanced experience, ITIL foundation certification or better

Programming in PHP

Knowledge of Windows server and MS SQL server

Linux is an advantage

Scripting/programming – good knowledge

Hand s on experience with ITSM products like Service Now, Jira ITSM, Remedy ITSM – big advantage

Fluent English

Willingness to work on 24/7 “on call” duty

Personal skills

Strong communication skills

Project Management skills

Customer focus

Strong analytical, investigational and problem solving skills

Independent and self-motivated

Creative and dynamic mindset, proactive

Flexibility

Self-organized and able to prioritize

WE OFFER

Why working with us:

Our organizational culture is based on values such as Innovation, Respect, Collaboration, Customer centricity and Empowerment.

To work in fast growing international company with inspiring colleagues from many different countries;

To work in cool and relaxed environment., without strong formalities and accessible leads.

To have the possibility of flexible hours and working remote;

To have learning & development opportunities alongside a team of real and unique people

To receive a Top-notch “tech pack” to make your working days more agile.

To benefit from an Employee referral program

To have a great Health Insurance, and keep that check-ups up to date.

To benefit from a Bonus Plan, considering yours and the Company s evaluation.

To have occasional company-wide events and team events for bonding

JR0003340