The Service Specialist is responsible for applying expert analysis to provide support for problem and change tickets for client support operations. Incumbent assesses situation to determine problem facing the client. Problems are not routine or standardized and the creation of documentation explaining the solution to the problem is required. Also responsible for implementing changes to the client’s environment and incumbents are responsible for mentoring and training other members in the primary pool.
Primary Job Responsibilities:
- Perform Level III work as assigned by dispatch for complex incidents and changes
- Support team members where they are unable to resolve any incident or change
- Ensure knowledge and the associated documentation is transferred to other team members to enable them to perform service dellivery
- Be aware of, and adhere to, work instructions required to perform service delivery
- Provide resolution on incidents, changes and service requests assigned to you
- Recognise and inform the Service Line team members on operational improvements and efficiency
- Work in line with IBMs service delivery processes
- Perform self development to improve knowledge in your area of technical responsibility
- Assist with SSO Delivery Compliance activities as required
- Follow defect prevention measures
- Perform timeous escalation to the Customer Lead Engineer when there is a technical issue requiring specific customer knowledge or action and perform timeous escalation to the QA when there is any issue relating to DPP, quality or process improvement which you are unable to resolve and/or when you see opprtunity for efficiency improvement
- Perform timeous escalation to the Teamlead/Manager when there is any personal or other issue which prevents you from meeting the responsibilities, SLAs and resolution timelines of work assigned to you
- Interact with other team members and other teams eg Lead Engineer to ensure resolution, quality and efficiency
- Work to standardize repeatable tasks and steps. This may require creating documentation or scripts that can be used to solve the same problem in the future.
- Responsible for accuracy of IBM tooling & systems eg. SESDR, SA&D, Bocada
- Provide input for innovation / technical improvements (efficiency) to the Service Line team members
- Discuss architecture & solution direction with the LSE
- Create cost cases for new business, formalize though approval Team Leader and Manager
- Ensure completion of activities to transfer work from RfS to BAU (budget, documentation, tooling and processes)
IBM Netherlands is looking for a Junior Server Specialist who has several years experience in IT with multiple years in a similar role providing customer support in a multi customer environment.
IBM Netherlands is looking for a Junior Server Specialist.
Location : Amsterdam
Startdate : ASAP
Enddate : 31-12-2012
Hours : 40 hours a week
Maximum hourly rate: € 49,00
The Service Specialist is responsible for applying expert analysis to provide support for problem and change tickets for client support operations. Incumbent assesses situation to determine problem facing the client. Problems are not routine or standardized and the creation of documentation explaining the solution to the problem is required. Also responsible for implementing changes to the client’s environment and incumbents are responsible for mentoring and training other members in the primary pool.
Primary Job Responsibilities:
- Perform Level III work as assigned by dispatch for complex incidents and changes
- Support team members where they are unable to resolve any incident or change
- Ensure knowledge and the associated documentation is transferred to other team members to enable them to perform service dellivery
- Be aware of, and adhere to, work instructions required to perform service delivery
- Provide resolution on incidents, changes and service requests assigned to you
- Recognise and inform the Service Line team members on operational improvements and efficiency
- Work in line with IBMs service delivery processes
- Perform self development to improve knowledge in your area of technical responsibility
- Assist with SSO Delivery Compliance activities as required
- Follow defect prevention measures
- Perform timeous escalation to the Customer Lead Engineer when there is a technical issue requiring specific customer knowledge or action and perform timeous escalation to the QA when there is any issue relating to DPP, quality or process improvement which you are unable to resolve and/or when you see opprtunity for efficiency improvement
- Perform timeous escalation to the Teamlead/Manager when there is any personal or other issue which prevents you from meeting the responsibilities, SLAs and resolution timelines of work assigned to you
- Interact with other team members and other teams eg Lead Engineer to ensure resolution, quality and efficiency
- Work to standardize repeatable tasks and steps. This may require creating documentation or scripts that can be used to solve the same problem in the future.
- Responsible for accuracy of IBM tooling & systems eg. SESDR, SA&D, Bocada
- Provide input for innovation / technical improvements (efficiency) to the Service Line team members
- Discuss architecture & solution direction with the LSE
- Create cost cases for new business, formalize though approval Team Leader and Manager
- Ensure completion of activities to transfer work from RfS to BAU (budget, documentation, tooling and processes)
Match criteria: Business Service Supporter, Change coördinator, Change manager, Delivery manager, Implementatie manager, Service Level Manager, Servicemanager, Specialist IBM Rational SW, Specialist Overige, Technical Support Engineer, Gelderland, Noord-Holland, Utrecht, Zuid-Holland, Heel Nederland
Consultant name: Diandra van Lier
Consultant e-mail: dvanlier@netcare.nl