IT Support Specialist (Application Managed Services)

About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

About the role

For the division of Information Technology in the department Business Solutions, we are looking for an IT Support Specialist.

Business Solutions delivers business value through managing traditional IT products including execution of change projects outside of the digital innovation (Business Technology) space and owns the key relationships across business domains representing all IT service functions.

Our section delivers stable operational services cost-effectively and adequately for applications in scope and IT infrastructure including onsite IT and provider management with a clear focus on continuous application run optimization, standardization, and application automation.

AMS (Application Managed Services) is responsible for a stable and cost-effective operation of a certain subset of our portfolio of AMS business applications (SAP, .NET, and others). This includes ongoing operations, application support, Incident-, Problem-, Configuration- and Change Management (e. g. patches) and (limited) product enhancements. In addition, all documentation tasks, compliance requirements as well as vulnerability remediation are in scope. As a member of our global AMS team of Service Managers and IT Support Specialists, you also work very closely with our external service provider in an offshore sourcing model which is standardized with regards to processes, roles, etc.

Work Hours: Considering your clients in Princeton, NJ (EDT), there is a one-hour flexibility in beginning and concluding your workday, with expected hours falling between 12 PM to 8 PM (CEST).

How you will get the job done

• supporting smooth application operation and development of small enhancements for multiple applications
• taking over the internal product responsibility for business-managed applications (BMA), IT products, or product groups
• planning, controlling, and monitoring of external providers concerning capacity, performance, and result quality for applications or application groups in the area of responsibility
• managing escalations regarding tickets or general issues
• setting up alignment calls with customers
• taking responsibility for or participating in the planning, managing, and reporting of all global cost elements of the service budgets as well as verification of monthly invoicing
• advising business departments or IT colleagues on service offerings
• collaborating in transition projects and further developing the service in general
• creating and maintaining procedures for existing processes and documentation around knowledge management, compliance regulations, and vulnerability remediation
• ensuring compliance based on internal and external regulations

Skills and experience you will need

• excellent communication skills, fluency in English (min. B2)
• experience in sourcing and managing external service providers ideally in an offshore model
• 3-5 years of hands-on experience in application management or second-level support function in an IT environment, especially in the following areas: 
  • Insurance/Banking business processes
  • Webportal/Mobile App applications
  • B2C digital marketing, customer retention, or similar
• understanding of backend and frontend IT systems, interfaces, and functionalities as well as general IT software development and cloud infrastructure
• talent in capturing things quickly as well as structuring and orchestrating topics
• understanding of the Incident Management process according to ITIL
• stakeholder management experience
• good knowledge of ServiceNow (or any major ticketing system)
• analytical mindset with strong planning, coordination, and organizational skills to ensure smooth AMS processes and as well to assist the Service Manager or the customer directly
• confidence, assertiveness, and strong commitment
• friendly, outgoing personality with a sense of humor
• working in a distributed multi-national team and a customer service-oriented role
• willingness to travel (up to 10%)

Nice to have

• knowledge of German and Polish language