Application Support Specialist

Overview
More and more of the request and approval systems we look after are used at our clients' German sites, and those users should be able to reach someone in their own time zone. That is the Application Support Specialist: you answer their questions, work out why a request got stuck or a record went missing, and give the people who fix it a clear description of the problem. Full-time, working from home in Germany. Our Chicago colleagues start their day in your afternoon.
What you'll be doing

• Answer user tickets about forms, approval routes and missing records
• Reproduce problems in a test environment and write down the steps.
• Read logs and transfer records to find where a request stopped
• Escalate with a clear description, screenshots and the records involved
• Update runbooks and user guides after each change.

Skills and experience

• A degree, IT training such as Fachinformatiker, or comparable experience
• First experience in IT support, application support or a service desk (internships count).
• A ticketing system such as Jira Service Management, ServiceNow or Zendesk

Benefits

- Open-ended full-time contract, remote in Germany
- Hours you can arrange around your day
- Thirty days of annual leave, public holidays on top
- ResolveOps pays into a company pension
- Training and certification budget every year
- Laptop and equipment for your desk at home

If you also have

• Enough SQL to look up a record
• ITIL Foundation

ResolveOps in brief
ResolveOps fixes the processes a business runs on, from the request form to the report at the end. Every assignment is agreed in writing first and finishes with operating instructions.