Volvo Corporate Process & IT in Wroclaw is looking for candidates for the position:
for DBS Poland
Solution Delivery Unit MAS/DCL
Solution delivery Unit MAS/DCL “Market and Sell Total Offer/Deliver & Develop Customer Loyalty” is a global unit within IT Services. The mission of the unit is to ensure that the Volvo Group´s IT solutions and IT projects within the area of MAS/DCL are managed in an optimal way.
Regional Maintenance & Support Center EMEA
The Regional Maintenance & Support Center EMEA is the function, within Solution delivery Unit MAS/DCL, that is managing delivery responsibilities for regional solutions in its area. The function has full responsibility for runtime (cost, quality of service) for these solutions. The function is also responsible for rolling out global solutions in their geographical area and to phase out corresponding local solutions. The function also manages global end of lifecycle solutions.
The function is hosting resources that are expert in the MAS/DCL area and is delivering working with resources coming from the Shared IT Services organization.
Department DBS EMEA
The Department DBS EMEA is responsible for the management of all the dealer support services in the region. The department has to apply guidelines and work in the context given by the DBS service manager. The department will host the resources providing the service in the regional area.
Department DBS Poland
The Department DBS Poland is responsible for the management of all the dealer support services in the region Central East Europe, Russia, Africa and Middle East.
Role mission & context
The Application Support Agent carries out 1st line support and is responsible for providing application support services to dealers according to the Service Level Agreement. This requires communication with different global sites and departments as well as external customers, suppliers and partners. The application support personnel reports to the DBS Poland Delivery Manager.
DBS supports a great number of dealer applications and several are business critical. We are responsible for keeping track on the Service Requests, keeping the customer informed and making sure that the customer is satisfied with the delivered solution.
Key responsibilities
- Support customers by handling incidents and requests
- Analyzing and resolving incidents
- Identifying potential solution for the defects
- Knowledge management by documenting and sharing knowledge
- Status communication to customers and stakeholders
- Provide improvement suggestions to make delivery better
- Contribute and support local rollout of global solutions
Wanted profile
As a person you must to be an analytical and problem solving team player and have a positive and service-minded attitude. It is also absolute necessary that you are fluent in both written and spoken English and German.
You have the ability to take on tasks, apply solutions, understand documentation and follow routines as well as implementing solutions and making sure that each and every case is handled.
You are a self-going driving force with high social competence. You are service minded with customer focus. You like structure and are solution oriented with a holistic view. You have to have the ability to establish and maintain good relations.
Required competencies:
- Bachelor or Master’s degree in Computer Science or related
- Fluent in both written and spoken English and German
- General IT knowledge
- Strong customer focus
- Working experience with Application support
- Collaboration mind-set within and across teams
- Organized and structured
- Socially competent
- Availability
- ITIL and/or ITSM knowledge
Optional as a plus:
- Experience relevant in Dealer Support
- Knowledge about Volvo Group Dealer business applications
- Knowledge of IBM (IBM i/iSeries/AS400) technology
What makes us special?
- Collaborative environment in Swedish organizational culture
- Responsible and challenging tasks with access to the latest tools and technology
- Partnership with professionals, identified career paths including global opportunities
- International projects in company with certain recognition on the market
- Comprehensive introduction training package with mentor’s support
- Friendly workplace: modern campus with many facilities – medical center, restaurant, lunch rooms, sport/leisure area (football, basketball, tennis)
Application screening will start immediately; we look forward to receiving your application as soon as possible.
We work together with energy, passion and respect for the individual!
