PWould you like to join an international atmosphere and be involved in projects across Europe and with impact worldwide having the opportunity to consolidate your career? This is your opportunity! /ppWe are looking for an IT Junior Service Manager (L2) Supportto join our team! /ppbr/ppIf you want to belong to a multinational company, leader in its sector, MBGSM is looking for you! /ppbr/ppbRole Mission /b /ppEnsure service continuity and quality with high sense of customer satisfaction. /ppAct as the single point of contact for multiple stakeholders regarding service maintenance, incidents, requests, and service enhancements. /ppbr/ppbKey Responsibilities /b /pp-Support the Senior Service manager coordinating a multidisciplinary IT support team. /pp-Take responsibility and ownership for end-to-end incident and request management through ServiceNow including: prioritization, dispatching, backlog maintenance, incident tracking, and resolution within defined SLAs. /pp-Coordinate and plan the on-call and extra hours support model. /pp-Coordinate and plan team overall capacity and effort allocation. /pp-Lead the resolution of complex incidents by coordinating with stakeholder teams. /pp-Attend weekly and monthly operational service follow-up, preparing reports with metrics, SLAs and action plans. /pp-Support the standardization of procedures and documentation for key support scenarios in alignment with Support /pp-Operations demands. /pp-Support the maintenance of the Knowledge base in Service Now. /pp-Hands-on incident resolution (20% working time) /pp-Technical Requirements /pp-Proven experience working in IT support (L2) services ideally in automotive sales environments. /pp-Experience working with ServiceNow for incident, problem, service request, knowledge base and change management. /pp-Desirable technical knowledge of Salesforce and CRM systems. /pp-Knowledge of monitoring tools (e.g. DataDog), access management, and tiered support models. /pp-Excellent English communication skills to operate with international stakeholders. Create documentation, make public presentations and drive support operation meetings. /ppbr/ppbSoft Skills /b /pp-Ability to coordinate multidisciplinary and distributed teams. /pp-Proactivity and strong orientation toward continuous service improvement (documentation, automation, on-calloptimization, onboarding). /pp-Strong problem-solving skills. /pp-Excellent communication and client management skills. /ppbr/ppbCualificación /b /ppEducation /pp- Bachelor´s level degree. /pp- Engineering or Computer Systems or other high-level education. /pp- ITIL Foundation Certification. /ppbr/ppbLanguages: /b /pp- English fluent reading, writing, conversation is mandatory /pp- German is desirable but not mandatory. /ppbr/ppbRequirements and Experience /b /pp-- Ticket system Knowledge (Like ServiceNow, Salesforce, Remedy) /pp- Service Level of Agreement (SLA) /pp- Reporting (Power BI, CISM/Remedy, DWH) - basic /pp- Mainframe - basic /pp- JIRA desirable. /ppbr/ppbWithin our benefits as employee, we provide: /b /pp-60% Mobile work /pp-30 working days of holidays /pp-Annual Training Plan /p