IT Service Analyst (Application Support)

You'll be focused in ● Provide a global support according to business expectations based on SLA, focused on Incidents, Problem, Change and Request Management processes using the ITIL framework; ● Work within a focused and analytical team in order to identify and solve technical issues related to online services that allow VW Group customers to communicate remotely with their vehicles; ● Collaborate directly with the team in Germany with the aim of managing customer’s expectations and meet client’s expectations; ● Verify information, categorization and prioritization for content, completeness and request for completion, if necessary; ● Document additional information. In order to succeed you'll need ● Academic background in IT/Engineering or related relevant experience; ● English fluency, both written and spoken; ● Great customer orientation and advanced problem-solving skills; ● Great communication and collaboration skills, and a "get things done" attitude; ● Background and interest in Application Support; ● Previous contact with Agile Methodologies; ● Some sort or Certification in ITIL or Cloud (not mandatory). About the Product Be part of a team that is responsible for providing application support to different online services. The aim of the service is to ensure efficient and qualified operation. Complaints are pre-analyzed, grouped into focal points and, if an immediate solution is not possible, referred to the subsequent support structures. Company benefits • 1200€ to equip your home office • Flex allowance: 720€/year (60€ per month x12) • Performance bonus • Health insurance extendable to your household • Wellbeing program extendable to your household • Life insurance • Pension fund • Smartphone & phone data plan • Discounts on VW Group cars and special financing conditions Cool things you’ll experience in our work environment • Tailored remote-friendly setup for every team's vibe! • Flexible working hours • Multicultural reality with + 30 different nationalities • Pet friendly environment • Boost your career with our internal mobility program, focused on your personal & professional growth • Mix and mingle across teams for idea-sharing and bonding About VW Group Digital Solutions [Portugal] Technology-driven trends such as diverse mobility, electrification and connectivity will revolutionize the mobility industry in the next decade. Volkswagen Group, as world leader in the automotive industry, is setting the pace for this revolution. At Volkswagen Group Digital Solutions [Portugal] we are the go-to team to tackle complex systems and programming challenges. We make sure that our products flow smoothly in all stages of the digital value chain. Our main areas of focus: vehicle software & operations, mobile online services, IT security, fleet management, sales & after sales, purchasing & logistics and product portfolio management. Ready to #ExploreNewRoads ? Join us! 🚗