Application Support Analyst - Prague |
| Compania: DHL Information Services (Europe) s.r.o. |
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| Expirat la: 12.12.2005 |
| Actualizat la: 12.12.2005 |
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| Compania: |
DHL Information Services (Europe) s.r.o. |
| Departament: |
IT, IT Hardware, IT Software, Internet, eCommerce, New Media, Statistica, Matematica |
| Orasul: |
Adjud, Alba Iulia, Alexandria, Alt Oras, Arad, Bacau, Baia-Mare, Barlad, Bistrita, Botosani, Braila, Brasov, Breaza, Bucuresti, Buzau, Calarasi, Campina, Campulung Muscel, Caracal, Caransebes, Cernavoda, Chisinau, Cluj-Napoca, Constanta, Covasna, Craiova, Curtea de Arges, Deva, Drobeta-Turnu-Severin, Focsani, Gaesti, Galati, Giurgiu, Hunedoara, Iasi, Ilfov, Lugoj, Mangalia, Medias, Miercurea-Ciuc, Onesti, Oradea, Orsova, Otopeni, Pascani, Petrosani, Piatra Neamt, Pitesti, Ploiesti, Reghin, Resita, Rimnicu-Sarat, Rimnicu-Vilcea, Roman, STRAINATATE, Satu-Mare, Secuieni, Sfantu Gheorghe, Sibiu, Sinaia, Slanic Moldova, Slatina, Slobozia, Suceava, Targoviste, Targu Jiu, Targu Ocna, Tecuci, Timisoara, Tirgu-Mures, Tulcea, Turda, Vaslui, Zalau
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| Tip Job: |
Full time |
| Posturi disponibile: |
1 |
| Status: |
Inactiv |
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| Nivel cariera: |
Entry-Level/Primii 3 Ani Exp,Mid-Level/Peste 3 Ani Exp,Manager/Executive Position |
| Limbi Straine: |
nespecificate |
| Oferta: |
nespecificat |
| Permis conducere: |
nespecificat |
| Data introducerii: |
11.11.2005 |
| Data limita: |
12.12.2005 |
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| CANDIDATUL IDEAL:
To deliver Application support and deployment services for part of a given business area to DHL countries/ functions, in order to ensure the maximum availability of these services to the business and the smooth deployment of new or improved services with minimal disruption to business continuity.
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RESPONSABILITATI / BENEFICII:
Job Description / Requirements:
Receives and logs requests for support from help desk, other service delivery staff and/or users. Prioritises requests in accordance with agreed criteria and the needs of the organisation in accordance with SLAs and Blueprint processes
Within own area of competence, investigates problems and other requests for support and determines appropriate actions to take in accordance with Blueprint process
Within own area of competence, provides correct responses to requests for support by means of for example: developing work-arounds or site-specific enhancements, manipulating data, reconfiguring systems, helping to implement changes to operating procedures, training users or operations staff, producing additional documentation, or escalating requests to those responsible for the development of system enhancements. Ensures all work is carried out and documented in accordance with required standards, methods and procedures (eg SLAs, Helpdesk tools and Blueprint processes 9 and 10), and the 'knowledge base' of known problems and tested solutions is maintained.
In accordance with agreed procedures, monitors application systems for which responsible by regular scrutiny of reports from the applications software, systems software or service delivery staff (via alerts and performance analysis in line with Blueprint). Notes problems and identifies performance trends. Referring to more senior colleagues where necessary, takes corrective action to improve performance and to avoid problems arising in accordance with Blueprint processes
Monitors progress of requests for support and ensures users and other interested parties are kept informed in accordance with Blueprint process Liaises with staff responsible for the development of system enhancements to overcome known problems or further fulfil user requirements in accordance with Blueprint process
Additional Information:
The provision of support services relating to specific application systems. Support may be provided both to users of the systems and to service delivery functions such as computer operations and help desk. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance
Problems may be resolved by providing advice or training to users about the application systems' functionality, correct operation or constraints, by devising work-arounds, by correcting faults, by making general or site-specific modifications, by updating system documentation, by manipulating data, or by defining enhancements - often in close collaboration with the systems' developers. (Application support)
Working across different support teams to get the help they need to arrive at solutions to their presented problems Steadily reducing the time they take to resolve problems as their knowledge of the total environment grows, so that they can take on more responsibility and workload
Devising cost efficient and effective workarounds/ work instructions that will provide a temporary solution to a repeated problem until a more permanent solution can be found Identifying technical/ operational weaknesses (whether country specific or generic) , and then articulating them to relevant others for resolution
Determining how best to utilise existing solutions avalaible so that they can help make the services provided by their own team more operable in the future
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DESCRIEREA COMPANIEI:
DHL opened its brand new, high-tech global IT Services Center in Prague in June 2004. The role of this Center is to manage and support the IT infrastructure within DHL Europe from a single state-of-the-art headquarters. The infrastructure, consisting of networks, hardware, operating systems and applications are underpinned by specialized employees who support the business activities of DHL. Together with two existing IT Centers in Kuala Lumpur, Malaysia, and Scottsdale, USA, the IT Services Centers in Prague forms an additional key information platform for supporting IT services. More than 900 people are already working in the IT Services Center.
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