Business Support Systems Analyst (BSS L2) with German

Scurta descriere a companiei

_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 6 locations: Albania, Egypt, Hungary, India, Romania, and the UK.

Over 26,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Care, Business Intelligence Services, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create positive impact for themselves and society. We do not discriminate based upon age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, and national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

Cerinte

We’re looking for someone who - Requirements:
Speaks German at an advanced level and English at medium level;
Strong reporting and analysis skills.
Customer service oriented.
Overview of support and maintenance
Should have good analytical & troubleshooting skills
Should have good verbal and written communication skills
System analysis skills for IT troubleshooting
Conscientiousness and high accuracy in work
Service orientation
Flexible attitude and can do attitude

Familiar with and can explain the below concepts. Prior work experience is desirable.
• Operating Systems Knowledge
• Has used an IT Service Management tool (BMC Remedy or similar)
• Know How business support

Responsabilitati

What will you do - Key Responsibilities
Takes internal customer calls
Receives incidents and problems via phone, email or ticket-system regarding all supported applications (more than 80 different systems in portfolio) with the aim of providing direct resolution to the customer or the functional escalation to the responsible 2nd level teams
Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership)
Ensures service level agreements’ fulfilment
Permanent optimization activities, maintenance and enhancements for own support tools are part of the role