ITSM Tool Business Analyst in Constanţa

English (regular) API (regular) ITSM (regular) GENERAL PURPOSE OF THE JOB Amer Sports Financial Shared Service is seeking an IT analyst to maintain and enhance its global ticketing solution which it is currently OTRS solution. You will be an administrator of the platform cooperating with architect and owner in supporting and implementing changes in the tool. The main goal of this position will be to guarantee a high level of service, the improvement of the support and ticketing processes, the satisfaction of end users and implementation of change requests in the tool. There is no pre-requisite of having experience with OTRS tool, we provide full training to selected candidate. DESIRED QUALIFICATIONS At least 1 year of experience in developing or administrating any ITSM tool.Knowledge of APIs and web services implementation will be nice to have skill.Experience with integration of other tools into ITSM tool.Professional English in communication and writing.Personality to document implemented activities.Rigor, autonomy, and teamwork.Ability to evaluate risks, handle multiple priorities, and take decisions.Perform and suggest test scenarios for implemented solution. SCOPE OF RESPONSIBILITIES Support tasks: Support the existing ITSM platform by performing tasks like:User management,ACL permissions management,Identified bug fixes based on available documentation or consultant support,Escalation of performance issues and cooperation with vendor technicians,Support report creation.Support end users and agents training activities.Maintain and enrich the ITSM tool knowledge base whenever applicable.Test implemented solutions.Support in creation of test scenarios.Maintain currently implemented integrations in case of a change or incident. Enhance: Develop and deploy forms and processes on the ticketing platform in the Service Portal.Implement Service requests for catalog items implemented in the platform. Implement changes: Develop interfaces with external systems or applications.Prepare for tool upgrades by evaluating new version and run tests. WHAT WE OFFER Atmosphere:Annual Awayday and Christmas PartyEmployee volunteering opportunitiesSupporting employees' sports hobbiesInternational operating environment Development:Opportunities for development in IT areaIntroduction plan for new employees and Buddy InitiativeA wide range of e-learning trainingsSupport in upskillingA promising career path and individual development planMany career opportunities in different IT areasDiversity of opportunities across a range of challenging and highly complex activities Benefits:Discounts for Amer Sport’s productsPrivate medical care for you and your familyMyBenefit Cafeteria System (including Multisport)Additional private life insuranceReferral and performance bonusesBicycle parking and carpooling optionsFree coffee, fruit, water, milk and wide range of teasFlexible working hours (including home office)Office located near Krakow’s city center