Description
As a Systems Analyst, you will work in the Issuing Support team, where you will be responsible for supporting Global Blue business applications – issuing related, with particular focus on providing technical support to our biggest global merchants (“Global Accounts”), their IT partners and internally their assigned Technical Account Managers. This role also involves close internal cooperation with Product Managers and developers, IT operations teams and IT Managers located in many different countries.
Main duties and responsibilities
1. Provide 2nd level support for the Global Blue set of Issuing Solutions.
2. Work closely with internal and external partners to identify root case of issues, and actively participate in/drive problem management activities.
3. Assess current systems and processes, and develop new tools to improve service reliability
4. Leverage operational management tools to develop service monitoring and automated incident response
5. Collaborate with Product Management and Engineering teams to develop automated tools & procedures for software deployment
6. Plan, document and perform changes for supported services, deploy software releases to production and non-production environments
7. Provide procedures, check lists and other documents for GBT Service Center (1st level support) and other stakeholders
8. Proactively cultivate good relationships with Business Units and other stakeholders to ensure flawless and transparent communication channels.
9. Maintain effective communication channels with all parties involved
Reporting and collaboration
The holder of the position reports directly to the Service Delivery Manager, Issuing. The position requires close collaboration within the Infrastructure and Operations teams, Technical Account Managers and Global Accounts merchants and their IT partners.
Profile and education
10. Structured, reliable, customer oriented approach
11. Excellent ability to analyze and simplify problems and identifying and implementing solutions
12. Operational “hands-on” attitude and resolution orientation
13. and relevant IT and/or business administration related education concluded
14. Very good communication and team skills, ability to present ideas clearly and concisely
15. operational "hands-on" attitude
16. Ability to communicate with external partners in professional way
17. Enjoy working in a multi-cultural environment
18. Commitment and dedication to work
19. Ability/flexibility to deal with changing tasks depending on merchant need
20. Ability to adapt to fast changing environment and deliver despite urgency and pressure
21. Experience with Powershell, SQL, APIs, JSON, HTTPs, Javascript/C# and analysis and reporting tools such as SPLUNK
22. Understanding of Point-of-Sale related technology and transactional systems beneficial
Specific skills and knowledge
23. minimum 2-4 years of professional experience in a similar application support or DevOps role
24. experience in supporting business applications in large or medium scale environments
25. experience in collaboration with software development teams or outsourcing contractors
26. proven ability to work in a matrix organization with teams distributed in different time zones
27. desirable: work experience within an international environment
28. desirable: ITIL certification