Bosch global software technologies
Job Description
Handle and resolve 2nd level incidents/tickets in the Service Management Tool, based on priority and quality for the HR applications
Investigate recurrence and patterns of support needs in order to design holistic solutions. Liaise with subject-matter experts where escalation is needed
Collaborate with Global Application Support Specialist, IT developers and other support teams
Contact with the vendor for any alignments, issues, case/incidents creations, SLA follow-up
Coordinate with other 1st level groups for consultation hours, best practices etc
Preparation of status and KPI (monthly status report)
Preparation of technical documentation and updating for Troubleshooting and 1st level
Preparation of training materials, provide training sessions whenever required
Supporting the onboarding of new team members
Analysis and coordination or release management (new releases, features and enhancements)
Conduct testing activities such as: preparation of testing scenarios, reviewing test cases, testing in different instances, updates on testing tool, documentations, exploratory testing etc.
Creating and maintaining tracking files
Maintenance of test data & test users, system cleaning activities
Content creation and managing application related community and docupedia
Continuous process improvement, collaborations and regular alignments with relevant stakeholders for topics such as: Interfaces, Data Security etc
Acquire and build-up knowledge of dependent applications or systems
Support any Ad-hoc activities or new work-packages.
Project Support (if necessary for any roll out activities)
Supporting project managers in Lisbon for the further roll-out´s in the countries
Preparation of pre-roll out activities including change and communication management
Qualifications
Degree in Business Administration, Human Resources, Engineering or similar
Previous experience with IT systems or applications support in the HR Area is an added value
Experience in SAP HCM and SAP SF EC modules
Proficiency in Microsoft Office (namely Word, Power Point and Excel)
Knowledge in Power BI, Problem-solving and Analytical aptitude
Excellent communication and presentation skills
Logical, structured, proactive and effective way of working within international virtual teams
Global mindset, Team oriented, resourceful, ability to work on a fast-paced environment and ability to multitask
Fluent English, both written and spoken (C1 level), German is a plus
Experience working with HR IT Applications and strong knowledge in HR process
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