Systems Analyst / Application Support Engineer

Purpose of the role 

Join Global Blue as Systems Analyst to deliver the cutting-edge Tax-Free Solutions that power international traveller shopping experiences. In this role, you will oversee critical backend services and customer-facing platforms that support Global Blue business, and you will focus on delivering the highest quality services to our partners.

You will be expected to deploy, monitor and troubleshoot critical components that integrate with the larger ecosystem of Tax-Free Shopping, primarily in the APAC region. You will be a part of an international organization, and you will function as a bridge between central teams located in Europe and local organization in Japan and APAC region.

Responsibilities 

• Plan, document and perform changes for supported services, deploy software releases to production and non-production environments
• Set up monitoring and alerting for the services.
• Resolve incidents/requests within SLA, identify root causes and actively participate in, and drive problem management to full issue resolution.
• Assess current systems and processes and develop new tools to improve service reliability.
• Collaborate with Product Management and Engineering teams to conduct prioritization alignments.
• Provide procedures, check lists and other documents for 1st Level Support Team and other stakeholders
• Maintain effective communication channels with all parties involved.
• Provide am on-call duty for IT services as part of a team schedule.

Cross-Functional Responsibilities

• The position requires close collaboration within the Infrastructure and Operations teams, external business partners, government agencies and their IT partners.

Key Skills

• Communication: you can clearly and effectively communicate requirements and objectives to both internal and external stakeholders.
• Documentation: you understand the value of good documentation, and act accordingly – you document your work accurately and share with the organization,
• Problem Solving Capability: you own the troubleshooting process, You can find solutions for diverse challenges and can effectively collaborate with others in this process.
• Analysis: you are an analytical thinker, you take big-picture approach to understanding the impact and can implement the analytical steps in investigations and analysis of the systems.
• Quality-first mentality: your primary goal is to delivery high quality service; you ask the right questions to identify gaps in how we monitor and deliver services to the customers.

Skills 

• Excellent standard of written communication.
• Fluent English.
• Business level Japanese – mandatory.
• Flexible and highly organized.
• You are familiar with the Application Support / service delivery.
• You can read and understand code.
• At minimum basic scripting skills.
• Experience in collaboration with software development teams and Project Management teams 
• You know how to work with databases at level to analyze available data.
• Practical understanding of software testing methodologies
• SPLUNK or other log management & analysis platform knowledge
• Basic skills in web server administration, understanding of web services and service-oriented architecture 

Qualifications and education requirements 

• Bachelor’s degree or equivalent work experience
• Experience in Finance, Payments, Retail, Travelling or any other transactional oriented business, or equivalent relevant experience.
• Ability of working with Complex IT Systems