Senior Solutions Expert - IT Service Management Tools

Global Blue

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Job Summary

Job Type


Years of Experience
5-8 years

Tech Stacks

Job Description

The holder of this position is responsible for administering and supporting all Global Blue IT Service Management Tools.

As part of the IT Service Delivery Team the position cooperates with internal departments and external vendors to constantly improve the delivery of Global Blue’s IT Service Management applications.

Main duties and responsibilities
  • set-up and maintain the solutions assigned
  • plan, document and perform changes and extensions for the applications managed
  • managing application specific system upgrades and system patching
  • providing 2nd and basic 3rd level support
  • resolving assigned incidents and/or bug fixes within an agreed SLA
  • act as single point of contact (SPOC) for specific systems assigned
  • suggest and elaborate ideas for potential service improvement to raise quality, performance, maintainability
  • analyzing / definition of change requests and implement them or alternatively handing them over to engineering or 3rd party for implementation
  • identify and manage risks: prepare and maintain contingency plans for the owned services
  • provide support in projects and service releases
  • perform regular trainings to internal audience on the applications
  • creating forecasts of the future demand, from which planning for the necessary future capacities or capabilities (the backlog) can be derived
  • participate and facilitate end to end testing as part of release deployments
  • initiating and driving problem management activities in order to permanently improve the services
  • cooperating with external vendors and internal departments who act as additional 3rd level support
  • maintaining effective communication channels with all parties involved
  • provide procedures, check lists and other documents for GB Technology Service Center (1st level support) and other stake holders (feed the solutions and known errors database) that allow professional L1 support for the assigned services
Reporting and collaboration
The holder of the position reports directly to the Head of Service Delivery Central Services, with cross functional interactions to other divisions in Global Blue (like e.g. Finance or Processing).

Skills & Knowledge:
  • Relevant IT and/or business administration related education concluded.
  • Broad-based general IT competence.
  • Excellent understanding of business process related to financial services (ideally TAX FREE shopping).
  • Excellent analytical and problem-solving skills.
  • High level of customer orientation and sense of urgency.
  • High quality standards, accuracy and high risk awareness.
  • Operational "hands-on" attitude.
  • Excellent English language skills (oral & written).
  • Excellent verbal and written communication, interpersonal and team skills, including the ability to work effectively with multinational contacts.
  • Independent, goal-oriented and self-motivating personality.
  • Organizational skills and the ability to prioritize workload.
  • Solid project management skills.
  • Good presentation and negotiation skills.
  • Ability to manage and respond to changes in priorities.
  • Specific Experience
  • Minimum 5-8 years of professional experience in an application support or consulting role.
  • Hands on experience in supporting IT Service Management applications in large or medium scale environments.
  • Minimum 2-3 years of experience with the tools TRIPWIRE and SPLUNK are mandatory.
  • Solid experience with IT Service Management tools (Service Now, Jira, Remedy, etc.).
  • Good understanding of relational database concepts (MS SQL), heterogeneous IT environments, including up-to-date technologies such as SOA and web-services is a clear plus.
  • Experience with analytical tools (Excel, Business Objects, SAS, etc.).
  • Scripting skills (SQL, PowerShell, awk, rex, etc.).
  • ITIL certification is a plus but not a must.
  • Experience in collaboration with software development teams or outsourcing contractors.
  • Desirable: experience in end user training


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