Application Support Specialist L2

General Description

As part of our Technology Solution Centre in Warsaw, you will assume full responsibility for all activities of Application Support Specialist within Application Support 24/7 managed service team. You will collaborate closely with other team members located in different countries to support internal users globally.

You will be responsible of resolving tickets raised by the users of supported applications in accordance with the SOPs and within the agreed SLA. You will troubleshoot, provide suitable workaround if solution nor available and participate in the root cause analysis.

We offer flexible work mode for candidates from outside of Warsaw.

Tasks: 

• Maintain application support processes, and check that all requests for support are dealt with accordance to agreed procedures
• Prioritize and diagnose incidents according to agreed procedures
• Investigate causes of incidents and seek resolution
• Escalate unresolved incidents
• Document and close resolved incidents according to agreed procedures
• Determine problem fixes/remedies
• Assist with the implementation of agreed remedies and preventative measures
• “Go Live" support after introduction of new solutions/projects
• Support the processing of service requests and incidents
• Configuration of software parameters to meet business requirements by using the existing data
• Application monitoring by using agreed performance monitoring tools, ensuring that application performs in an expected manner and scope

Requirements:

• Total 5 + years and 2+ years of the Second Line IT Support
• ITIL principles knowledge and basic service management procedures 
• Service now or any other ITSM tool knowledge
• Basic SQL, XML, Web Service, MS Excel knowledge
• Experience in Windows Server and Azure client/ VDI cloud machines 
• Good communication skills in written and oral English, excellent consulting, negotiation, interpersonal skills, great attention to details
• Strong troubleshooting and problem-solving skills, capability of reading application log files
• Able to work under pressure and within time constraints
• Ready to work full time from Monday to Sunday within regular hours (8:00-18:00)
• GIT repository.

Good to have:

• ITIL Foundation certificate
• RPA knowledge and RPA support working experience 
• Experience in working in global environment
• Experience in working with business customers
• Experience in working with ITSM tools (ServiceNow)
• Experience in working with Confluence / JIRA
• Linux operating system and server knowledge

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 68,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

To be considered for this position you must have valid rights to work and live in India.