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):

• Administration – 10 %
• Reports Management – 5 %
• Customer Service - 85 %

Main KPI’s

• Ensure tickets are being handled within the appropriate SLA
• Continued review of Monitoring Process
• Review and renewal of Application/Work documentation
• Sox requirements are fulfilled and delivered as required
• Project deliverables done on time
• Active participation in training

Competencies

• relevant IT and/or business administration related education concluded
• customer service oriented
• operational "hands-on" attitude
• broad-based general IT competence
• strong analytical, problem-solving and organizational skills
• independent and self-motivating personality
• high quality standard levels
• excellent English language skills (oral & written)
• excellent verbal and written communication, interpersonal and team skills, including the ability to work effectively with multinational contacts
• general willingness to travel
• ability and willingness to work as “on call” engineer (24 hour on call duty)
• ability to manage and respond to changes in priorities

Skills

• hands on experience in supporting business applications in large or medium scale environments
• experience in collaboration with software development teams or outsourcing contractors
• work experience within an international environment
• good database know how of either MS SQL or Oracle
• basic ability to debug VBA and .net code
• support experience for Payment-, Financial- or Accounting-solutions

Qualifications and education requirements

• minimum 2-4 years of professional experience in an application support role
• relevant IT and/or business administration related education concluded
• desirable: support experience Citrix based applications
• desirable: experience in end user training

• desirable: ITIL certification