Expires soon gemalto

IS Support Engineer BI

  • Poland
  • Design / Civil engineering / Industrial engineering

Job description

To provide high quality and responsive application support to in the EMEA region as part of the regional team and also the worldwide application support service. This focuses on the BI system and processes plus inter-connected systems. It can extend to support a wide range of internal business application used within Gemalto.

A week in the life of IS Support Engineer
· Level 2 application support and incident management service to BI system users in EMEA and WW
· Work closely with application support teams in other regions to share knowledge and provide strong WW support process
· Build close working relationships with Level 1 support for sharing knowledge and for good support ticket resolution. Manage case preparation for L1.
· Build close working relationships with Level 3 support and vendors to resolve complex issues and share solutions
· Manage all support tickets in line with the SLA
· Take ownership of incidents and liaise with the appropriate parties until the incident or problem has been resolved
· Manage escalations to third party suppliers or colleagues
· Provide support to other business applications as they become integrated into the support team work
· Build a knowledgebase in support issues/activities and share with colleagues and other teams
· Work with the Gemalto Core Model, Madrid's Development Team and other development teams to ensure effective handover to support
· Contribute to the evolution of the Gemalto ‘core ERP model' and evolution of other systems
· Ensure that requirements for changes are clearly specified and agreed before sending to development teams
· Provide regular reports on the support service
· Help users to specify their requirements for change requests
· Maintain up-to-date documentation on IS support
· Share resolution details of issues with other support teams
· support business teams during project activities

Desired profile

Qualifications :

·  You need to have strong understanding of systems and processes connected with an BI system
·  You need to have good understanding of business applications and flows
·  We are looking for someone with good verbal and written skills
·  To do this job you must have good analytical skills to resolve problems/issues and determine appropriate solutions
·  Working with staff from other countries
·  You need to be a team player
·  Requrement to work on shifts
·  Requirement to additionally work occasional evenings//weekends during new release rollout
·  Requirement for occasional travel for support/project work

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