IT Service Analyst

Volkswagen Group Digital Solutions [Portugal]; Lisboa; On-site; EUR 26,000 - 40,000; Full time

Benefits offered by this job

Home office stipend

Flex allowance

Performance bonus

Health insurance

Wellbeing program

Life insurance

Pension fund

Smartphone plan

Car discounts

Job summary

Volkswagen Group Digital Solutions [Portugal] is seeking an IT service support professional to provide global application support for mobile online services, helping drivers connect with their vehicles remotely via apps and portals.

You will work in a focused team, handle Incidents, Problems and Changes per SLA, and collaborate with the Germany team to align expectations. A background in IT/Engineering and ITIL/Cloud knowledge are valued.

Qualifications

• Academic background in IT/Engineering or related relevant experience.
• English fluency, both written and spoken.
• Great customer orientation and advanced problem-solving skills.
• Great communication and collaboration skills, and a get things done attitude.
• Background and interest in Application Support.
• Experience with Agile methodologies.
• ITIL or Cloud certification is a plus.

Responsibilities

• Provide global support according to SLA, focusing on Incidents, Problems, Changes and Requests using ITIL framework.
• Collaborate with Germany team to manage customer expectations.
• Identify and resolve technical issues related to online services for VW Group customers.
• Verify information, categorization and prioritization of content and requests.
• Document additional information.

Skills

Agile methodologies

ITIL

Cloud

Customer focus

Communication skills

Problem solving

Background in Application Support

Education

IT/Engineering degree or related experience

Job description

Description

About VW Group Digital Solutions [Portugal] Technology-driven trends such as diverse mobility, electrification and connectivity will revolutionize the mobility industry in the next decade. Volkswagen Group, as world leader in the automotive industry, is setting the pace for this revolution. At Volkswagen Group Digital Solutions [Portugal] we are the go-to team to tackle complex systems and programming challenges. We make sure that our products flow smoothly in all stages of the digital value chain. Our main areas of focus: vehicle software & operations, mobile online services, IT security, fleet management, sales & after sales, purchasing & logistics and product portfolio management. Ready to #ExploreNewRoads? Join us!

JOB DESCRIPTION:

The Project

Modern vehicles are becoming smarter, allowing drivers to stay connected with their cars even when they are miles away. Whether it's starting the engine remotely, checking the fuel/battery level or scheduling a maintenance appointment, digital car services are making life more convenient. Competence Center is at the heart of this evolution, ensuring that these services run smoothly, enabling drivers to communicate with their vehicles whether through a smartphone, infotainment system or web portal. Our team provides application support for mobile online services, enabling drivers to remotely connect with their cars, the requests are grouped into focal points and, if an immediate solution is not possible, referred to the subsequent support structures.

What you will do

• Provide a global support according to business expectations based on SLA, focused on Incidents, Problem, Change and Request Management processes using the ITIL framework;
• Work within a focused and analytical team in order to identify and solve technical issues related to online services that allow VW Group customers to communicate remotely with their vehicles;
• Collaborate directly with the team in Germany with the aim of managing customer’s expectations and meet client’s expectations;
• Verify information, categorization and prioritization for content, completeness and request for completion, if necessary;
• Document additional information.

What we expect from you

• Academic background in IT/Engineering or related relevant experience;
• English fluency, both written and spoken;
• Great customer orientation and advanced problem-solving skills;
• Great communication and collaboration skills, and a \"get things done\" attitude;
• Background and interest in Application Support;
• Previous contact with Agile Methodologies;
• Some sort or Certification in ITIL or Cloud (not mandatory).

Perks

Company benefits

• 1200€ to equip your home office
• Flex allowance: 720€/year (60€ per month x12)
• Performance bonus
• Health insurance extendable to your household
• Wellbeing program extendable to your household
• Life insurance
• Pension fund
• Smartphone & phone data plan
• Discounts on VW Group cars and special financing conditions

Cool things you’ll experience in our work environment

• Tailored remote-friendly setup for every team's vibe!
• Flexible working hours
• Multicultural reality with + 30 different nationalities
• Pet friendly environment
• Boost your career with our internal mobility program, focused on your personal & professional growth
• Mix and mingle across teams for idea-sharing and bonding

Skills

Required: Agile, SLA, ITIL, IT Service Management, IT Helpdesk