Ibm

IT ServiceDesk specialist for Conga

IBM International Services Centre s.r.o.19.06.2021

Job information

Place of work

Bratislava
Bratislava, Slovakia


Position / industry

Customer Support; Help Desk Worker

Job description, information about job

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


Offered salary

1500 EUR

Specification of salary conditions

Minimum salary starts at 1500 EUR per Month, depending on relevant experience and language proficiency.

Type of employment

full-time

Employee requirements

Minimum required education

Secondary without Leaving Examination