Intern, Application Support
Group ITBeijingUpdate time: January 1,1
Job Description
实习生
Support Role Requirements
Role Requirements
Technical Competences
Service description
Interpersonal Competences
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
Get email alerts for the latest"Intern, Application Support jobs in Beijing"