Ofertas en Luxemburgo de analista de software

Your role – Are you ready for a challenge?

The Business Support Analyst is responsible for ensuring the smooth functioning and availability of software applications by providing technical assistance, troubleshooting, and resolving issues encountered by users. This involves ITSM proactive monitoring, timely response to incidents, continuous improvement of processes, and effective communication with stakeholders to minimize downtime and maximize user satisfaction.

Your responsibilities will be as follows:

    Acknowledging all incoming incidents and requests in our IT Service Management System; ensure quality of input in this tool

    Following the established incident management process

    Categorizing all incoming incidents on their priority and severity based on the pre-defined criteria

    Resolving and close incidents and requests within the agreed SLA

    Understanding how the business uses the applications in their space and properly support them

    Establishing a good relationship with the business users

    Being proactive in identifying potential issues and escalating to the dedicated IT resources

    Identifying opportunities to enhance the performance, usability, and functionality of business applications through process improvements and technology upgrades

    Providing clear and precise analysis of incidents

    Providing day to day IT business support and progress reports to our internal clients related to business applications and IT technical issues

Your profile – Have you got what it takes to become our Business Support Analyst?

    Bachelor's or Master's degree in Computer Science or related field

    Minimum 3-5 years of experience in insurance or other financial company

    ITIL Foundation basis (certification or equivalent would be an asset)

    Strong customer orientation

    Ability to manage multiple tasks at the same time and adapt to changing priorities

    Sound technical understanding of the IT landscape and related technical skills as well as its business application

    Strong team player

    Ability to interpret complex business cases

    Excellent communications skills, both written and oral

    Knowledge in SQL language is an asset

    Fluency in written and spoken English. French, German and Luxembourgish are also an asset

Additional Assets:

    ServiceNow or any other IT Service Management System

    Soft skills (analysis of complex technical data, attention to detail, presentation skills)

    GDPR Training

    5W (Incident Management methodology)