Oorspronkelijke vacature omschrijving:

The organisation

Mercedes-Benz Customer Assistance Center is located in Maastricht, the Netherlands. We are also known as the Compass Deliver Center (CDC). The CDC is growing from the local IT Provider for the Mercedes-Benz Customer Assistance Center (CAC) to the Global Service Provider for the core CRM application of Daimler worldwide.

Currently we are in the middle of a worldwide expansion achieve coverage in 54 countries by 2020 and for that we have 15 more countries to roll out to. Do you want to be a part of our international team and help us to setup and operate this global Platform?

“We are looking for you as our new Assistant IT Process Coordinator to help us make this transition a reality”.

The function

Within IT Support you will be a part of an international team with people from all continents, working out of our Maastricht offices, but also cooperating with suppliers worldwide. In close cooperation with the IT team, our customers and our suppliers, you will take the responsibility for coordinating IT Support process related tasks and adhere to the ITIL standards. Specifically you will be assisting and sometimes replacing separate members of our team of three coordinators, for Change-, Incident- and Problem- Management. Together with the ITIL team you will take on challenges such as:

• Ensure high quality support to users in 54 countries around the globe and around the clock (>1.500 end users);
• Register, prioritize, solve and route incidents to 3rdline support teams;
• Provide project support for activities such as maintenance, hyper care and roll-outs;
• Monitor quality of prepared changes and chair the CAB when the change manager is unavailable;
• Optimize our processes using lessons learned and making changes to the used IT Process tool;
• Maintain the knowledge in our IT Portal.

Requirements

Profile must-haves

• You have 2-4 years of experience with IT Service operations (ITIL or similar) processes;
• Experience with Microsoft applications and desktop technology (certifications are a plus);
• Excellent verbal and written communication skills in English (second European language is a plus);
• You need to be:
  • Able to translate the customer requests into IT solutions;
  • Customer oriented;
  • Team player;
  • Stress resilient.

• Analytical, being able to think in processes and solutions;
• Vocational or Bachelor degree or relevant work experience;
• Willingness to participate in on-call/on-duty shift;
• You are someone who sees challenges where other people see problems;
• You need to be a self-starter who is willing to go for the extra mile.

We offer

We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:

• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
• Result oriented bonuses;
• Competitive performance based salary growth;
• Holiday allowance: 8% of annual salary;
• 200 vacation hours (based on full time employment);
• Pension plan;
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs;
• Employee Car Program: discount on new or used Daimler brand cars.

The procedure

Please use the “apply” button to upload your CV and Letter of Motivation in English and any other documentation that adds value to your application.

For more information about this vacancy please contact Dave Slangen: +31 6 39875961