Business Support Systems Analyst (BSS L2) with German

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We’re looking for someone who - Requirements:
Speaks German at an advanced level and English at medium level;
Strong reporting and analysis skills.
Customer service oriented.
Overview of support and maintenance
Should have good analytical & troubleshooting skills
Should have good verbal and written communication skills
System analysis skills for IT troubleshooting
Conscientiousness and high accuracy in work
Service orientation
Flexible attitude and can do attitude

Familiar with and can explain the below concepts. Prior work experience is desirable.
• Operating Systems Knowledge
• Has used an IT Service Management tool (BMC Remedy or similar)
• Know How business support

Responsabilitati

What will you do - Key Responsibilities
Takes internal customer calls
Receives incidents and problems via phone, email or ticket-system regarding all supported applications (more than 80 different systems in portfolio) with the aim of providing direct resolution to the customer or the functional escalation to the responsible 2nd level teams
Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership)
Ensures service level agreements’ fulfilment
Permanent optimization activities, maintenance and enhancements for own support tools are part of the role