For over 80 years, GfK has been a reliable and trusted insight partner for the world’s biggest companies and leading brands who make a difference in every consumer’s life - and we will continue to build on this. We connect data, science and innovative digital research solutions to provide answers for key business questions around consumers, markets, brands and media. With our headquarters in Germany and a presence in around 60 countries worldwide, you benefit from our global company with a diverse community of ~9,000 employees.
Harnessing the power of our workforce, the greatest asset we have is our people. As part of GfK, you can take your future into your own hands. We value talent, skills and responsibility and support your development within our international teams. We are proud of our heritage and our future: Currently we are in the latter stages of a transformational journey from a traditional market research company to a trusted provider of prescriptive data analytics powered by innovative technology. This is only possible with extraordinary people and this is why we are looking for YOU to help create our future. For our employees as well as for our clients we pursue one goal: Growth from Knowledge!
Mission of the role
The Senior IT Support Analyst – Incident Lifecycle Coordination (ILC) role in GfK’s IT Services organization is critical to ensure that Incidents and Service Requests are handled within SLA globally. The ILC monitors, tracks and reports workgroups‘ performance through the Incident and Service Request management process. ILC ensures no tickets get trapped or bottlenecked throughout the ticket lifecycle.
The Incident Lifecycle Coordinator reports to the Global Support Manager.
As a Senior IT Support Analyst you will have the following key accountabilities:
Monitor ServiceNow, GfK’s Service Management tool, and take necessary actions for tickets that are:
Liaise with Resolution Groups to drive improvements, adhere to SLA and speed up resolution of escalated tickets
Maintain an in-depth knowledge of Incident and Service Request Management processes and Workgroup’s scope
Analyze tickets for matching symptoms, identifying areas of improvement in ticket handling or process compliance
Invokeappropriate support to move a ticket through the process
Produce and analyse Workgroup’s performance monitoring reports and take appropriate actions to address underperformance
Present a positive, effective and flexible contribution to achieving organizational SLA targets and objectives
Adress escalations and drive escalated tickets through resolution
Now that you know what a Senior IT Support Analyst does, what skills, qualifications and experience do you need?
3+ years experience working in an IT Support role
High school diploma or equivalent
Proactive and clear communication
Customer focused and driven to provide a consistent high level of support
Relate well to people at all levels of the organization
Speak in terms that a customer can understand and view things from the customer’s perspective
Active listening, includes being alert and showing interest in what the customer has to say
Share relevant information with others. Aware of different sources of information, know where to go for what
Pursues tasks with energy, drive, and a need to finish, even in the face of resistance or setbacks
Able to work independently with individual responsibility
Guides others within own area of expertise
Identifies and improves activities within own role and takes ownership
Knowledge of ITIL Incident Management process
Advanced knowledge of MS Excel
It would be a great addition if you have:
Working Hours and shift patterns
Sofia, Bulgaria (local hours)*
*Operating hours may differ to support the business requirements, suitable notice will be provided in these cases
It is expected that you have a suitable home broaband connection that provides a high connectivity level.
Join our team and benefit from the following advantages:
Exciting work environment that brings people together
Use of the latest digital technologies
Initial and ongoing trainings to support your development
Opportunities for personal and professional growth
Competitive remuneration and bonus scheme linked to individual performance and company results
Flexible working hours and home office
3 additional non-working days annually
Discount program with external vendors
Eco friendly travelers are welcome to the office – parking places for bikers and free card for public transportation are available to all employees
Last but not least – GfK Sofia office is located close to the city centre and easily accessible from any point by public transportation – 47A Tsarisgradsko Shose Blvd
All documents will be treated in the strictest confidentiality.
Only short-listed candidates will be invited for an interview.
We are an ethical and honest company that is wholly committed to its clients and employees. We are proud to be an inclusive workplace for all and are committed to equal opportunity in employment which focuses on all of our employees reaching their full potential. At GfK we work collaboratively with our colleagues but offer a flexible working approach, including dividing our time between office & remote working as well as the opportunity to flex our working hours around team core hours.
We offer an exciting work environment that brings people together. We encourage an entrepreneurial and innovative spirit. We make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions.
Can there be a better place to take center stage in the digital revolution? We are excited to get to know you!