IT Service Analyst

The Project

Modern vehicles are becoming smarter, allowing drivers to stay connected with their cars even when they are miles away. Whether it's starting the engine remotely, checking the fuel/battery level or scheduling a maintenance appointment, digital car services are making life more convenient. Competence Center is at the heart of this evolution, ensuring that these services run smoothly, enabling drivers to communicate with their vehicles whether through a smartphone, infotainment system or web portal. Our team provides application support for mobile online services, enabling drivers to remotely connect with their cars, the requests are grouped into focal points and, if an immediate solution is not possible, referred to the subsequent support structures.

What you will do

● Provide a global support according to business expectations based on SLA, focused on Incidents, Problem, Change and Request Management processes using the ITIL framework;

● Work within a focused and analytical team in order to identify and solve technical issues related to online services that allow VW Group customers to communicate remotely with their vehicles;

● Collaborate directly with the team in Germany with the aim of managing customer’s expectations and meet client’s expectations;

● Verify information, categorization and prioritization for content, completeness and request for completion, if necessary;

● Document additional information.

What we expect from you

● Academic background in IT/Engineering or related relevant experience;

● English fluency, both written and spoken;

● Great customer orientation and advanced problem-solving skills;

● Great communication and collaboration skills, and a "get things done" attitude;

● Background and interest in Application Support;

● Previous contact with Agile Methodologies;

● Some sort or Certification in ITIL or Cloud (not mandatory).