IT Application Support - Service Desk Incident administrator 100% (m, f, d)

At Julius Baer, we celebrate and value the individual qualities you bring, enabling you to be impactful, to be entrepreneurial, to be empowered, and to create value beyond wealth. Let’s shape the future of wealth management together.

The IT Application Support team operates as the primary technical support unit, acting as the single point of contact for IT application/core banking-related issues. Situated within a multicultural environment comprising of highly experienced professionals, our IT organization, with representatives from 26 nationalities, is based in Luxembourg, servicing all BJB Europe entities (Ireland, Spain, and Monaco).
As the Incident Administrator (HP Service Manager/Service Now) you will play a pivotal role in providing administrative assistance to the team, managing incident logging tools, facilitating effective communication, and supporting the escalation process to the development scrum teams.

YOUR CHALLENGE

Providing Administrative Support

Facilitate the receipt and logging of issues and requests via email or phone calls.

Monitor and manage the common mailbox for reported issues.

Support morning operational checks to ensure system availability and communicate findings.

Create, allocate, and follow up on tickets in HP Service Manager/Service Now.

Analyse incidents and requests for clarity and consistency, adhering to current standards.

Liaise with users to ensure satisfaction with provided solutions and collaborate with L2/L3 colleagues when necessary.

Generate statistical reports and monitor aged incidents.

Provide administrative support within the tool, including workgroup and template maintenance.

Monitor incidents assigned to all L2/L3 groups for regular follow-up and closure.

Assist the team in reviewing and publishing wiki/Confluence pages (work instructions, How-To guides, etc.).

Reporting Service Desk Statistics

Compile and report on service desk statistics as required.

YOUR PROFILE

​ Experience/Knowledge/Skills

Experience in a similar IT function is preferred; both junior and experienced applicants are welcome to apply.

ITIL certification would be advantageous.

Proficiency in Microsoft Office applications is essential.

Excellent written and verbal communication skills in English; proficiency in other languages is advantageous.

Banking experience is desirable.

Knowledge of / experience of working with best practices, processes and methodologies (i.e. Incident Management and Problem Management processes, Project Methodologies)

Knowledge or experience with core banking applications (Temenos T24 & Triple A, IBM FileNet) would be advantageous.

Strong communication and organisational skills.

Excellent analytical skills for investigating issues.

Strong administrative skills.

Ability to work autonomously, taking initiative in assigned tasks.

Familiarity with incident logging tools such as Remedy, HP Service Desk etc.

We are looking forward to receiving your full job application through our online application tool.