ESTA Support Analyst (Telephony environment)

Vor Ort
Harvey Nash IT Recruitment Switzerland
flag_no Schweiz

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For our customer in Zurich we are looking for a

ESTA Support Analyst Telephony environment

Your responsibilities:

  • The Enterprise Systems, Tools and Automation (ESTA) Service Operation team is responsible for the L2 support of IT key applications that support the globally implemented core ITIL processes such as Incident-, Problem-, Release-, Change-, Service-Request-, Knowledge-, Configuration-, and Event Management.Major tools used and supported in the ESTA L2 portfolio are: IBM Mircromuse Netcool, ServiceNow, Business Objects, BMC Atrium CMDB, etc. and the IVR/PBX as the global Telephony solution
  • This specific role concentrates on the support and maintenance of the Telephony solution for the support teams. Besides having a good understanding of the Telephony system, it is expected to work with the rest of team on the other ITIL supporting tools
  • Apart from the support role you, the Support Analyst is as well responsible for deploying major releases within the team. Documentation of operational guides, knowledge handover to L1 teams as well as participation in on boarding projects are completing this open position
  • The entire team is stretched across the world and is following the "follow the Sun" principle where possible. For Swiss centric applications we provide a off business hours on-call support to cover 24*7 support. Thus the role will be required to do off business hours on-call support in a shift rota.The specialist will work with off-shore teams in Singapore and India and is responsible in providing a professional L2 support for more than five thousand internal IT clients

Required Skills:

  • Is working for more than 5 years in a global IT industry IVR Know How, including good understanding of the IVR WebGUI Call Center overall Know Howncluding understanding of products like PBX, Avaya, OneX Agent Knowledge in one of the following tools (IBM Monitoring Suite, ServiceNow, Remedy, BMC Suite, Busnisee Objects) ITIL Foundation v3 Fluent in English, verbal and written, German desirable
  • Very good knowledge in XML
  • Good knowledge of SQL
  • Knowledge in one OS system Unix/Linux or Wintel Good team player Is willing to work on-call

If you are interested in this position please do not hesitate to send us your CV electronically