APPLICATION SUPPORT ANALYST

Company Description We Dream.
We Do.
We Deliver.
As a full-service, data-driven customer experience transformation, we partner with Top 500 companies in the DACH region and in Eastern Europe.
Originally from Switzerland, Merkle DACH was created out of a merger Namics and Isobar - two leading full-service digital agencies.
Our + digital enthusiasts are improving the way brands are built, through providing expertise in Digital Transformation strategy, MarTech platforms, Creativity, UX, CRM, Data, Commerce, Mobile, Social Media, Intranet and CMS.
We are part of the global Merkle brand, the largest brand within the dentsu group, who shares with us a network of over passionate individuals in 146 countries.
Job Description Key responsibilities.
Delivers local and Global application services to the business within agreed Service level agreements Contribute to the delivery and implementation of operational projects to support the business Contribute to the pro-active continuous improvements to ensure performance, scalability, capacity, security, supportability and maintainability are maintained for all supported applications and systems Ensure Service support documentation (processes, procedures, service catalogue information, operational documentation) is created and maintained for all supported applications Follow the Global Service Management processes (Incident, Problem, Change, Release) to ensure adherence to the global process standards.
You will be reporting to the Support Team Leader Qualifications Experience on troubleshooting principles, methodologies, and issue-resolution techniques.
Knowledge and ability to interrogate code and configs to fix issues.
Understanding of JIRA/Confluence and ServiceNow tools.
Knowledge of Windows and Linux.
ITIL Certification v4 Experience supporting multiple applications across multiple countries.
Good understanding of the business goals of the end-users and the business in general.
Strong delivery focus.
Excellent English (written and oral) communication skills.
German (Written and oral) communication skills (as a plus).
Customer-service orientation...
Experience working in a team-oriented, collaborative environment.
We do not sponsor work visa.
For those who don't have Portuguese documents (NIF and NISS), we suggest you to search for more information at local country Social Security entities, and on SEF (Serviços Estrangeiros e Fronteiras), for possible roles in Merkle Portugal.
Additional Information Benefits and perks.
Modern Technology & Latest IT tools Software-house environment Agile and Flexible working hours Digital nomad policy Focus on career development Health insurance (also included for the household) Mental health support Volunteer experiences and sustainable mindset 25 vacation days + 3 wellness days per year Beers (after 6pm), foosball, and ping-pong! #workhardplayhard Free breakfast every second Monday of the month Employee discounts Team & Company events Inclusion & Diversity We value the strength diversity brings to our business and are working to build a more inclusive workplace through partnerships with Stonewall, Business Disability Forum and Business in the Community's race and gender equality campaigns.
We are happy to discuss all approaches to working for all our roles – we can't promise we will offer you everything you want or need but we do promise to discuss it with you openly and honestly.
If you have any reasonable adjustment needs arising from a disability or medical condition to participate in the recruitment process, please discuss this with the recruiter who contacts you.
#LI-Hybrid