Senior IT Support Analyst – Incident Lifecycle Coordination



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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!

Job Description

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:

    • Unassigned

    • Reaching SLA threshold

    • Bouncing between Resolution Groups

    • Inactive or untouched

  • 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:

  • Knowledge of ServiceNow ITSM tool

  • Experience in PowerBI

  • Experience working in a global support environment

Working Hours and shift patterns

Sofia, Bulgaria (local hours)*

Operating hours

  • 09:00AM to 6:00PM

*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

  • Food vouchers

  • Health insurance

  • 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!

Posted: 18 days ago

City: Sofia

Work Area: IT

Job Time: Full Time

Requisition ID: R00014743