2nd level Application Support Engineer - Corporate IT Solutions

JOB DESCRIPTION

Version Control

Date JD last amended :  09.12.25

Owner of JD :  Erich Teufel

JOB TITLE :  Application Support Engineer Corporate IT

Business Unit / Function : IT

Reports to :  Erich Teufel

Direct no. of reports : n / a

Collaborations (work with / support) : Accounting, Infrastructure and Operations, Finance

Location (entity code and cost center) :  TE050599 Service Delivery Central Services

Job type : Perm

Workload : Full time

AWM Designation (natural habit classification) : Collaborator

AWM % or days in hub office : 20

SOX Controller : [No]

SOX Preparer [No]

Purpose of the role

The holder of this position is responsible for supporting all Global Blue business applications assigned to the holder.

As part of the application support team the position cooperates with internal departments and external vendors to constantly improve the delivery of Global Blue’s business applications.

Responsibilities

• resolving assigned incidents within SLA
• providing 2nd and basic 3rd level support for the assigned IT services
• initiating and driving problem management activities in order to permanently remove incident root causes
• cooperating with external vendors and internal departments who act as additional 3rd level support
• maintaining effective communication channels with all parties involved
• provide procedures, check lists and other documents for GBIT Service Center (1st level support) and other stake holders (feed the solutions and known errors database)
• plan, document and perform changes and extensions for the applications managed

Additional : Division of work in percentage (please note that this is subject to change depending on business) :

Main KPI’s

Competencies

Skills

Qualifications and education requirements