.Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle's expertise has earned recognition as a "Leader" by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit. Job Description Main responsibilities: Deliver local and Global application services to the business within agreed Service level agreements Contribute to the delivery and implementation of operational projects to support the business Contribute to the proactive continuous improvements to ensure performance, scalability, capacity, security and maintainability are maintained for all supported applications and systems Ensure Service support documentation (processes, procedures, service catalogue information, operational documentation) is created and maintained for all supported applications Follow the Global Service Management processes (Incident, Problem, Change, and Release) to ensure adherence to the global process standards. You will be reporting to the Support Team Leader Qualifications Experience on troubleshooting principles, methodologies, and issue-resolution techniques. Knowledge and ability to interrogate code and configs to fix issues. Understanding of JIRA/Confluence and ServiceNow tools. Knowledge of Windows and Linux. ITIL Certification v4 Experience supporting multiple applications across multiple countries. Good understanding of the business goals of the end-users and the business in general. Good level of English. Good level of German. Customer-service orientation. Experience working in a team-oriented, collaborative environment. Knowledge of Power BI (as a plus) Additional Information Software-house environment Agile and Flexible working hours Digital nomad policy Focus on career development Health insurance (also included for the household) Mental health support Volunteering experiences and sustainable mindset 25 vacation days + 3 wellness days per year Beers (after 6pm), foosball, and ping-pong! #workhardplayhard Free breakfast every second Monday of the month Team & Company events Inclusion & Diversity We value the strength diversity brings to our business and are working to build a more inclusive workplace through partnerships with Stonewall, Business Disability Forum and Business in the Community's race and gender equality campaigns
