Application Support Specialist
Summary
Supports request and approval workflow systems used at clients' German sites: answering tickets, reproducing issues in a test environment, reading logs, and escalating clearly written problems while keeping runbooks and user guides up to date. Remote within Germany, using ticketing tools like Jira Service Management, ServiceNow or Zendesk plus basic SQL.
More and more of the request and approval systems we look after are used at our clients' German sites, and those users should be able to reach someone in their own time zone. That is the Application Support Specialist: you answer their questions, work out why a request got stuck or a record went missing, and give the people who fix it a clear description of the problem. Full-time, working from home in Germany. Our Chicago colleagues start their day in your afternoon.
What you'll be doing
- Answer user tickets about forms, approval routes and missing records
- Reproduce problems in a test environment and write down the steps.
- Read logs and transfer records to find where a request stopped
- Escalate with a clear description, screenshots and the records involved
- Update runbooks and user guides after each change.
• A degree, IT training such as Fachinformatiker, or comparable experience
• First experience in IT support, application support or a service desk (internships count).
• A ticketing system such as Jira Service Management, ServiceNow or Zendesk
- Open-ended full-time contract, remote in Germany
- Hours you can arrange around your day
- Thirty days of annual leave, public holidays on top
- ResolveOps pays into a company pension
- Training and certification budget every year
- Laptop and equipment for your desk at home
• Enough SQL to look up a record
• ITIL Foundation
ResolveOps fixes the processes a business runs on, from the request form to the report at the end. Every assignment is agreed in writing first and finishes with operating instructions.
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