The Users Support product is part of the Digital Workplace product line. The team's primary mission is to deliver robust, user-friendly tools which empower other products and teams within the company to deliver great support services. Our team is providing second-level support for the Service Management tools and also customizes workflows to offer a service “clé en main” to several key users in the business.

The main tool in the product is Ivanti Service Manager, where the Group staff members can submit their requests, and support agents handle and resolve the tickets. As our scope is expanding, we're looking for a new Software Solution Specialist to join the team.

Tasks

• Implementation/development of functional and technical customer requirements through configuration or scripting in the user support tools,

• Ensuring operation and software maintenance together with the team,

• Advise key users on IT service management issues and best practices when using the tool,

• Participate in the end-to-end activities of new developments and configurations

• Initiating and participating in further developments and improvements of the software,

• Ongoing support with the integration of the software into the application and system landscape of the Group.

• Supporting the testing and training of end users

Ideal Profile

• University degree in business informatics, computer science or comparable

• At least 3 years of experience with and up-to-date knowledge of service management tools (preferably Ivanti Service Manager)

• Knowledge of ITIL-based service management

• Experience with Java Script

• Sound experience in planning, development, operation and further development of applications or software systems (standard or customized software)

Addiontal assets

• Knowledge of similar service management tools such as Service Now or Zendesk

• Experience with MS SQL, SOAP and REST API

• Experience in IT operations management

• Good understanding of agile methods