Business Application Support Team Lead (RO)

Requirements

• University Degree or equivalent
• 7-9 Years experience in Application Support or Management (esp Ticket Management)
• ITIL Introduction & Basics
• ServiceNow Fundamentals
• ServiceNow Scripting
• GxP & GTrace tool
• Application Development Fundamentals
• ITSM Fundamentals
• ITSM Implementation

Job description

Our customer is a German company specializing in comprehensive IT solutions, supporting enterprises in their digital transformation.
With extensive experience, it offers high-quality services that include IT infrastructure management, business applications, and modern workplace (Digital Workplace) solutions. The company focuses on long-term relationships, tailoring services to meet clients’ specific needs, ensuring stability, security, and innovation. They operate throughout Germany, with its primary goal being to help clients achieve long-term success in a dynamic technological landscape.
The company serves a wide range of clients, including large enterprises and organizations with complex IT needs and provides modern IT infrastructures and scalable cloud solutions, such as SAP and AI, customized to clients’ requirements.
Our customer operates as a dynamic IT service provider, supporting the digital transformation of the German economy.
The Business Application Support Team Lead will be the single point of contact for ServiceNow Jarvis team, who will be responsible for the ServiceNow Jarvis operations. He/She will be working on escalations, reviewing monthly business needs, managing the budget, managing the risk and being a direct manager for the Business Application Support Technical Services Team members.

Main Responsibilities

The BAS Technical Team Lead supports the team in technical and functional questions and is responsible for:

• Managing the Technical Team;
• Ensuring Skills adequate to fulfil roles;
• Training and Certifications;
• Managing Performance;
• Acting as point of escalation and as a contact point of complaints;
• Scheduling resources as required;
• Ensuring OLA/SLA levels are delivered and met;
• Introduction Into Business As Usual Service for the on-boarded customers;
• Solving the questions/ issues which come across daily activities;
• Reporting of team and services performance and following the progress and tasks’ quality;
• Supporting knowledge sharing between team members;
• Contacting the ServiceNow Jarvis regional team without delay to have further support;
• Ensuring that the team has the knowledge needed to resolve incoming tickets;
• Produce agreed Reporting information showing the performance of the support function (availability, incidents, problems & RFC’s) as part of the MBR, otherwise available via ServiceNow dashboards;
• Reporting Senior Developers involvement (Stories, Future Requests, etc.);

Additional Responsibilities:

• Skill development;
• Continuous improvement;
• Documenting (in incident and knowledge articles);