重庆招聘

职位描述：
Role Requirements
-English language: excellent in writing and speaking is a must.
-At least 3 years user experience in customer service for business applications.
-Proven ability to work under pressure.
-Available to work on shifts as communicated by management.
-Available to travel to Europe for trainings (4-6 weeks).
-Open-minded, can-do attitude and pro-active approach.
-Financial understanding and/or background will be considered a plus.
-Knowledgeable on the specific customer finance (VFS) core process & system operation will be considered a plus.
 
Technical Competences
-ITIL knowledge.
-Must have SQL basic knowledge and understanding of relational databases.
-Knowledge of IT infrastructure and understanding of application components (web-applications, services, integrations etc).
-Use ITSM tools such as BMC Remedy, Service Now or similar will be considered a plus.
-Having knowledge of Price Manager workflow will be considered a plus.
 
Service Description
-Take ownership of issues, prioritization, fault diagnosis, tracking progress.
-Key point of contact regarding operational support activities for the IT Business counterparts.
-Providing application and technical support to internal and external users.
-Analyze and enrich incidents and events with information needed or experiences.
-Investigating issues that have been escalated 3rd line investigations where required.
- Manage escalated incidents from 1st line and liaising with other areas of the business to progress the resolution of escalated calls.
-Ensure all incidents are properly recorded and administrated in the appointed Volvo Group incident or request management tooling and communicated with all parties needed (e.g. end-users, business).
-Being involved in the incident management process for critical issues.
-Perform standard requests regarding business configuration/administration changes.
-Perform standard requests regarding business data updates or dumps.
-Initiate improvements (problems) to solve issue in a structural way.
-Respects commitments according to the support part of the Business SLA.
-Escalate to Service (Delivery) Manager, if event or incident cannot be solved (in time).
-Provide a daily (start of business day) report on all open PM/TQ/PF incidents, BSM events (and their status) in since last report and Standby activity (if applicable).
-Continuously chasing all parties on open incidents of which the SLA is in danger or not met, escalate where needed.
 
Interpersonal Competences
-Proven experience in working in a multi country and culture environment.
-Proven experience in working with off-site stakeholders, flexible working hours.
-Good communication and collaboration skills.
-Proven experience with working in agile teams.
-Eager to learn quickly, able to follow procedures (and tools) and provide excellent support.
 
Place of work
- Beijing, China 举报 分享

中软国际是行业领先的全球化软件与信息技术服务企业，成立于2000年，为香港主板上市公司（股票代码：00354.HK），拥有中国分支40+、海外分支14个，拥有员工超过9万人，服务覆盖超过40个国家。
中软国际应用开发与管理专业沉淀深厚，企业数字化转型的***实践和专家人才充沛。公司与华为等战略伙伴一起，构建软件产业互联网平台，领先技术变革，提升产业效率，致力于使能软件企业引领发展，服务制造企业转型升级，为政企客户提供“好、快、多、省”的信息技术服务。
中软国际四大业务蓬勃发展：夯实基石业务作为***增长曲线的地位，确定云智能业务为第二增长曲线，发展鸿蒙生态、解放号为第三增长曲线，推动解放号作为软件产业互联网平台全面升级。公司在云计算、大数据、人工智能、物联网、移动互联网等方面具有丰富的咨询、设计、实施和服务经验，是全球客户数字化转型的共创伙伴。公司长期服务于多家全球500强企业等头部客户和众多高成长潜力客户，覆盖金融、电信、互联网、高科技、政府、制造与流通、交通、能源、教育等行业。公司已连续四年创造超百亿人民币营收，并立志在未来成为全球***IT服务商之一。