Group IT Application Support Specialist - 3rd Level (all …, Vienna

Job Introduction Frequentis Group with headquarters in Vienna is an international supplier of communication and information systems for control centres with safety-critical tasks. Worldwide, more than 500 customers in some 150 countries with more than 45,000 workstations already trust our know-how and proven experience.Our Group IT Custom Business Solutions team leads evaluation and in-house development projects to establish optimal solutions for desired internal process improvement initiatives. Together with the relevant governance and process owners, we develop solution proposals for potential in-house developments, evaluate products on the market, and provide third-level expert support for technical issues relating to existing IT services. Our diverse range of IT services (Marketing Automation, CRM, ITSM, Frequentis Integration Platform, Project Management Tool, Contract Lifecycle Management, BPM, etc.) support 2,600 colleagues worldwide in their daily work and form an essential part of the Frequentis Group’s successful value chain.As a 3rd Level Expert, you will focus on the lifecycle, support and documentation of our Group IT Services. In this role, you will play a key part in the further development of our internal Group IT Services and ensure that our globally deployed solutions remain stable, up to date and fully functional. You will analyse complex technical issues, provide support during escalations and contribute your expertise to achieve sustainable improvements. Key Tasks You will manage the entire lifecycle of selected Group IT services – from technical development and updates through to stable operation. You will provide third-level support, analysing technical issues, identifying root causes and coordinating their resolution in collaboration with internal developers (primarily in Cluj) and external consultants. You will actively participate in our Group IT projects, contribute technical expertise and assist in the creation of solution designs and improvement proposals. You will coordinate external consultants for bug fixing, troubleshooting and service optimisation, and ensure that solutions are implemented quickly and sustainably. You will document services, processes and technical solutions to ensure that our global Group IT services remain transparent and maintainable. You will conduct workshops and training sessions, support our global user groups and contribute to the continuous improvement of the tools in use.
Key Qualifications Experience in administration, project work and technical analysis of enterprise IT services, as well as in-house developed IT applications (e.g. ITSM/CRM, SirionLabs, Avature, 360learning, ADONIS or comparable enterprise SaaS solutions). Excellent skills in analysing technical issues with experience in third-level supportExperience in collaborating with development teams (e.g. for bug fixing, backlog definition, technical clarifications) – ideally in internationally distributed setups such as our team in Cluj. Experience in liaising with external consultants and in the technical coordination of task packages. A strong understanding of processes, quick comprehension and a structured approach to work, enabling you to successfully support service improvements and evaluations. Very good German and English language skills to communicate efficiently with international teams and developer groups.
Our Values Around 2,600 employees are committed to creating a safer world with their innovative strength and technology orientation. Our culture is based on a working environment characterized by fairness and trust, mutual respect and appreciation. As an international company, we value this diversity and recruit regardless of age, gender, origin, ethnicity, sexual orientation or religion. We value fair and good working conditions, an optimum work-life-balance and offer all our employees equal development opportunities. In doing so, we focus on long-term working relationships in order to keep the valuable know-how of our employees stable. Benefits

Working at Frequentis means making the world a safer place every day, long-term career opportunities and numerous benefits. These include a working time model based on trust, the option to work from home or remotely, a choice of IT equipment, a public transport ticket for the Vienna core zone or a reserved parking space, an allowance for meals in the office and reimbursement of expenses for working from home, the option to take a sabbatical, a comprehensive onboarding program and numerous programs for professional and personal development. You can find even MORE benefits on our career website.