Would you like to join an international atmosphere and being involved in projects across Europe and with impact worldwide having the opportunity to consolidate your career? This is your opportunity!
We are looking for a Data and Support Analyst to join our team!
Description
Ensure IT Service Management processes quality in alignment with Mercedes-Benz standards and best practices for the different support levels.
Collaborate with the different support levels to streamline operations and enhance the reliability of retail systems.
Create and maintains reports and dashboards that visualize trends and performance metrics.
Analyse performance metrics to identify trends, anticipate potential issues, and initiate preventive measures.
Monitoring and analysing support tickets and incidents to improve service quality and efficiency.
Create and maintain Management reporting to inform about the support performance to made decision and prioritization of initiatives.
Ticket clearing: Receive and manage tickets where the responsible solving team is not clear or known.
Ensure continuous improvement by regularly reviewing and updating support and operations protocols.
Facilitate and maintain a comprehensive Contact and Escalation Matrix.
Centralize and coordinate demands related to support from the different stakeholders (support levels, products..)
Ensure knowledge management:
Ensure article quality through proper formatting, approvals, and deletion.
Knowledge base structure and access management
Qualifications
Bachelor's or Master's degree in Computer Science, Information Technology, Business Information Systems or a STEM related field.
Proven 3+ years experience working ITSM processes and principles (Certifications such as ITIL is recommended).
Proven experience with reporting tools like ServiceNow, PowerBI..
Understand how to define and measure SLO, SLA & SLI to meet goals for application availability and performance.
Analytical Skills: Ability to analyse incident and ticket data to identify trends and potential issues.
Problem-Solving abilities: Proactive approach to identifying and resolving issues.
Experience in dashboard creation and management monitoring and reporting purposes.
Strong communication skills and the ability to work collaboratively with cross-functional teams.
Attention to detail and a commitment to maintaining high standards of ticket and knowledge management quality.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Languages
Proficient in English, both written and spoken.
Knowledge of the German language is a plus.
We offer you the opportunity to grow in an international and dynamic environment, taking part in new projects.
Within our benefits as employee, we provide:
Competitive salary + variable compensation
60% Mobile work
Flexible entering hours
30 working days of holidays
Annual Training Plan
Mercedes-Benz benefits (Renting plans, employee discount)