AMS Analyst

This role involves providing business, process, and technical expertise for the delivery of Application Management Services (AMS), supporting the AMS strategy in alignment with the organization's IT goals and strategic objectives. Key responsibilities include ensuring continuous improvement, stability, reliability, and cost-efficiency in IT service production, managing IT integration and application landscapes with 2nd level support coordination, and driving customer satisfaction in service delivery. Additionally, the role involves overseeing service providers to ensure adherence to SLAs and OLAs, while continuously developing and engaging the AMS Business Process team for ongoing improvement.

Key Responsibilities

• Responsible for stable, efficient, and effective service delivery operations for Application Management.
• Management of 2nd /3rd level incident management and support of the problem management process in cooperation with service providers.
• Assist with IT operations improvement projects and continuous optimization of production processes
• Initial build up and lead of the Business Process Area Support Team as well team development and management
• Business impact: Important effects on business operations and able to give nation-wide solutions
• Provide triage level support in sev1 Incidents, fully engaged through resolution.
• Provision and management to support agreed ABP Projects in assigned Business Process Area
• Close collaboration with governance and management boards (e.g. the Change Advisory Board)
• Support Project acceptance procedures to ensure stable transition of projects into operations are requested through Request for Change process
• Provide assistance on a functional specification creation
• Assist and complete Testing and User Acceptance Test
• Follow BPT Project management methodology
• Identify area for improvement, develop improvement program and monitor the implementation to increase process efficiency, cost effectiveness, or increase productivity.
• Proactively search for new technology and ideas to improve provision of Solutions Services
• Cost and budget management: manage cost and drive efficiencies
  
  

Qualifications

• Bachelor’s degree from reputable university in IT, Business Administration, Computer Science or related discipline.
• Advanced trainings in IT Service Management e.g. ITIL, COBIT, ISO standards and other related qualifications desirable
• Solid economic knowledge
• Min. 2+ years of experience
• Have experience working in IT preferably from FMCG industry
• Minimum of 4 years of experience in IT Service Management in a related and comparable positions
• Fluent in English (German, Spanish, French would be advantageous)
• Strong in Microsoft Dynamics AX / 365 and technical experience
• Able to support covering more than 15 enterprise applications
• Experience in the project management life cycle such as System Internal Testing, UAT, User Training, especially in international environments
• Experience in Application Management and Service Delivery
• Knowledge and experience in the following areas of expertise:
• ITIL processes
• Incident, change and configuration management processes
• IT Service Vendor Management
• Strong communication and presentation skills (written and oral) of all management levels
• Creative solution and implementation focus
• Knowledge and experience of general applications and platforms of CCEP
• Knowledge and experience of business processes
• Deep understanding of related technologies