Application Support Analyst

Company Description

About Merkle

Merkle, a dentsu company, powers the experience economy. For more than 35 years, we have 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 our performance, Merkle delivers holistic, experiences that promote 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 www.merkle.com.

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.
Strong delivery focus.
Good level of English.
Good level of German.
Customer-service orientation...
Experience working in a team-oriented, collaborative environment.

Additional Information

With us, you will become part of:

A welcoming, international team, where you can gain new and relevant experience
A environment where you will never happen to fall into a routine work
A place where you can grow

Our benefits and perks:

⛺ 5 weeks of vacation + 3 wellness days

❤️ 2 volunteering days to share the kindness of your heart with others

⏰ Flexible working hours and home office

🎯 Fully covered certifications in Salesforce, Adobe, Microsoft, etc.

🎓 Full access to Dentsu Academy, on-site learning sessions

🐶 Pet friendly offices

💌 Edenred meal and cafeteria points

🍹 Team events such as company parties, breakfasts, and pub quizzes

🥪 Snacks, and drinks at the office

💸 Referral bonus program

💻 Laptop + equipment

📞 Corporate mobile phone subscription

Merkle do not discriminate against job applicants on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Experience stipulated in this job description serves as a guide only and all applications will be considered on their merits, irrespective of experience.

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