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IT ServiceDesk specialist for Conga

IBM

Information about the position

  • Place of work: Bratislava
  • Basic wage component (gross) and other rewards: 1 500 EUR/monthMinimum salary starts at 1500 EUR per Month, depending on relevant experience and language proficiency.
  • Contract type: full-time

Job description, responsibilities and duties

Your Role and Responsibilities :
Working as IT ServiceDesk support on newly deployed application called Conga (Apttus). Conga is external application which is deployed as part of the biggest project in Q2C area - TSS Quest Volume. This deployment should long-term reduce over 150 local/global applications that are part of Q2C process - in CIO possession.

What do you need for success:
- Fluent English and French (mandatory) , Italian (advantage)
- High focus on customer satisfaction
- Excellent communication skills
- Analytical thinking
- SQL - basic
- Understand TSS contract management & business processes - advantage

Your Role and Responsibilities:
-1st & 2nd level issue management via the Jira ServiceDesk tool, perform primary problem determination/ issue reproduction, 'how to' tickets and handle offering related questions
- Provide/Update system availability/critical defect information in the Jira ServiceDesk customer portal
- Route more complex issues/tickets with all necessary pre-analysis to the Level 3 Support
- Follow up all outstanding requests directed to the Level 3
- Support & provide resolution progress and resolution outlook to end users via Jira ServiceDesk comment
- Involve Q2C Operations team in problem resolution if necessary (data issues)
- Support cut over/installation activities
- Perform application sanity checks
- Monitoring of overall systems performance (systems availability, response times, batch job processing
- Immediately inform Management (TSS/Q2C/CIO) about system problems, affecting the operation / out-of-line situations
- Engage respective squad (Devops/Common/Level 3 teams for problem resolution and follow-up until problem closure)
- Provide input for ASCA and other audits upon request
- Follow and support Disaster Recovery Processes

Requirements for the employee

Candidates with education suit the position

Secondary without school-leaving examination
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Upper intermediate (B2) and French - Upper intermediate (B2)

Advertiser

Brief description of the company

IBM is the world's IT leader, main business area of the company are
IT services and solutions, research, hardware, software and business consulting. Our business model is built to support two principal goals: helping our clients succeed in delivering business value by becoming more efficient and competitive through the use of business insight and information technology solutions; and providing long-term value to our shareholders. In support of these objectives, our business model has been developed over time through strategic investments in services and technologies that have the best long-term growth and profitability prospects based on the value they deliver to clients. And inherent in the model is a commitment to employees and the communities in which we operate.

Company address

IBM International Services Centre s.r.o.
Apollo II, Mlynske Nivy 49
821 09 Bratislava - mestská časť Ružinov
http://www.ibm.com/employment/sk/.