Intern, Application Support
Group ITBeijingUpdate time: January 1,1
Job Description
实习生
Support Role Requirements

Role Requirements
  • English language: clear understanding/communicative level in writing and speaking is a must
  • Previous experience in customer service / business / IT support
  • Proven ability to work under pressure
  • Available to work on shifts as communicated by management
  • Open-minded, can-do attitude and pro-active approach
  • Financial understanding and/or background will be considered a plus
  • Knowledgeable on the specific customer finance (VFS) core process & system operation will be considered a plus

Technical Competences
  • ITIL awareness
  • SQL knowledge and understanding of relational databases would be a plus
  • Awareness of IT infrastructure and understanding of application components (web-applications, services, integrations etc) would be a plus
  • Use ITSM tools such as Service Now, BMC Remedy or similar will be considered a plus
  • Having knowledge of Price Manager workflow will be considered a plus

Service description
  • Take ownership of issues, prioritization, fault diagnosis, tracking progress
  • Key point of contact regarding operational support activities for the IT Business counterparts
  • Providing application and technical support to internal and external users
  • Analyze and enrich incidents and events with information needed or experiences
  • Investigating issues that have been escalated 3rd line investigations where required.
  • Manage escalated incidents from 1st line and liaising with other areas of the business to progress the resolution of escalated calls
  • Ensure all incidents are properly recorded and administrated in the appointed Volvo Group incident or request management tooling and communicated with all parties needed (e.g. end-users, business)
  • Being involved in the incident management process for critical issues
  • Perform standard requests regarding business configuration/administration changes
  • Perform standard requests regarding business data updates or dumps
  • Respects commitments according to the support part of the Business SLA
  • Escalate to Service (Delivery) Manager, if event or incident cannot be solved (in time)
  • Provide a daily (start of business day) report on all open PM/TQ/PF incidents, BSM events (and their status) in since last report and Standby activity (if applicable)
  • Continuously chasing all parties on open incidents of which the SLA is in danger or not met, escalate where needed

Interpersonal Competences
  • Proven experience in working with off-site stakeholders, flexible working hours
  • Good communication and collaboration skills
  • Eager to learn quickly, able to follow procedures (and tools) and provide excellent support

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