Ingka Group brings the IKEA brand to millions of homes. Now the company is seeking a System Specialist to provide professional, service minded and dedicated systems support in marketing area based on defined Service Level Agreements.
WHAT YOU’LL NEED TO HAVE
● Formal qualifications in Information Technology or equivalent
● Minimum 4 years of experience of working within the marketing technical support area
● Good knowledge of the business area and good understanding of how the products and services in the area are connected together
● Deep knowledge of support engineering and software development and how to identify bugs and issues
● Good knowledge of ITIL, agile frameworks, service governance model and DevOps concept
● Strong understanding of prioritisation needed during business-critical issues
● Knowledge SAP C/4HANA platform components
● Interpersonal skills with the ability to build trustful relationships
● Good written and verbal English communication skills
WHAT YOU’LL BE DOING DAY TO DAY
● Manage the daily operations and prioritisation of incoming tickets for the global support organisation securing coordination between various vendors and business stakeholders
● Provide global cross-country support for end users solving issues related to complex IT Landscape containing various digital solutions
● Register, analyse, prioritise, solve and assign all incoming cases during the agreed time (SLA) in an accurate and efficient manner ensuring high level of quality
● Drive communication towards end-users and product teams about the progress of ongoing cases by continuous monitoring, analysis, following up and escalation of the case if needed
● Analyse and solve issues in close collaboration with software and system engineers in order to support the users in an accurate and efficient manner and ensure high level of quality
● Perform initial debugging in a system before handing over to the development team in order to speed up the resolution time for issues
● Lead in continuously improving the quality of support by building, maintaining and sharing knowledge with colleagues using the common knowledge tools in order to secure fulfilment of business needs
● Provide the support, ensuring that it meets the defined agreements, KPIs and internal processes, as well as ensuring compliance towards legislations (ex. GDPR etc.), policies and other requirements
● Participate and contribute with input in the Platform/Service meetings by acting as an ambassador of the support organisation and facilitate cross-functional meetings with stakeholders in order to resolve critical issues
● Contribute with knowledge, training and onboarding sessions for new colleagues to secure common ways of working and working towards common goals.
