Your main responsibilities
Services & Collaboration
* Act as an interface between Alpiq’s internal teams and the Service providers during transition and steady‑state phases.
* Ensure clear communication, ticket ownership, and documentation in line with the Alpiq standards.
* Support new demands and projects in collaboration with other IT and Business areas.
Application Operations & Maintenance
* Manage incidents, service requests, and enhancements for assigned applications (corporate tools such as D3, ReadSoft, Adobe Sign, etc.).
* Monitor system performance, execute regular maintenance and releases/deployments, and ensure timely patching and compliance with security standards.
* Contribute to automation initiatives (e.g., self‑help catalogues, process simplification) to improve user experience and efficiency.
* Support integration initiatives and management of interfaces to the assigned applications.
Service Quality & Documentation
* Maintain up‑to‑date technical and functional documentation, including application configuration, known error databases (KEDB), and standard operating procedures in coordination with external service providers.
* Participate in service reporting and KPI tracking to ensure SLAs and are met.
* Support continual improvement through feedback, lessons learned, and user satisfaction analysis.
Incident & Request Management
* Handle escalations from Level 1 (Service Desk), performing root cause analysis and resolution or coordinating with external service providers L2 / L3 support.
* Identify recurring issues and propose preventive or automated solutions in collaboration with internal and vendor teams.
Your profile
Qualifications
* Bachelor’s degree in Information Technology, Computer Science, or a related field.
* Minimum 3 years of experience in a similar role.
* Basic coding and debugging skills in at least one language (e.g., Java, C#, Python).
* Knowledge of databases and SQL.
* Good understanding of APIs (REST / SOAP) and system integrations.
* Familiarity with cloud platforms (AWS, Azure, GCP).
* Familiarity with ITIL processes (Incident, Problem, Change, Service Request Management).
* Hands‑on experience with ticketing tools (e.g., Jira, ServiceNow) and basic database or scripting knowledge.
* Excellent communication and documentation skills in English (German would be a big plus, French a plus).
* Experience with Document Management Systems and document formats (e.g., XML, PDF, TIFF, etc.) is a plus.
* Experience with Cloud‑DMS or hybrid architectures and/or knowledge in workflow and process automation is a plus.
Skills
* Strong service orientation and customer focus.
* Analytical and structured problem‑solving approach.
* Curiosity and willingness to learn new applications and tools.
* Ability to adapt to change and work collaboratively across teams and vendors.
* Passion for continuous improvement and automation.
If you are coming from a job portal, please click directly on “Apply now”!
#J-18808-Ljbffr