Your mission

You will own incident analysis, configuration fixes and small changes across the Planon Universe framework and the Facility Services Business Solution, working with the client's L1 service desk and escalating to Planon (L3) where needed.

• Position: Planon AMS L2 Support Consultant (Junior to Senior)
• Team size: 2–4 FTE, nearshore
• Engagement: long-term AMS, ITIL-based, SLA-driven
• Client language: German (preferred), English

Responsibilities

• Take over tickets escalated from L1; analyse, reproduce and resolve incidents within agreed SLAs
• Fix configuration issues in Planon (business objects, fields, layouts, workflows, authorisation, reports)
• Support the Planon mobile apps: user access, synchronisation errors, device and app configuration
• Handle service requests and minor changes (field changes, new reports, workflow adjustments)
• Analyse data issues with SQL and correct master data where needed
• Monitor interfaces and integrations (REST/web services, file imports, SSO) and the C4A data feed
• Escalate product defects to Planon support (L3) with clear reproduction steps and follow up
• Support release and upgrade cycles: regression testing, impact checks on custom configuration
• Maintain the knowledge base, runbooks and known-error records
• Train and support key users; contribute to problem management and root-cause analysis

Your profile

Must-have requirements

• 2+ years of hands-on Planon experience (support, configuration or implementation) on at least several of the modules above
• Solid understanding of facility management processes: maintenance (Hard-FM), soft services, space, contracts
• Experience working in an AMS or service desk setup with tickets, SLAs and priorities (ITIL processes)
• Good SQL skills for data analysis and troubleshooting
• Basic understanding of integrations (REST/web services, file interfaces, SSO)
• Structured problem-solving and clear written ticket documentation
• Fluent English (B2+)

Nice-to-have and upskilling path

Candidates without full Planon coverage are welcome if they bring strong adjacent experience; we fund Planon training and certification.

Nice to have

• Planon certification (functional or technical)
• Experience on the service-provider side of FM (Facility Services Business Solution)
• Knowledge of BI tools (Power BI, Qlik) for C4A topics
• Experience with other IWMS/CAFM/EAM tools (e.g. IBM Maximo, SAP PM/RE-FX, Archibus, TRIRIGA)

What we offer

• Medical insurance: Your health, and your family's, is our top priority. You're fully covered.
• Holiday flat in Valencia: Dreaming of sunny days in Spain? Our company flat is ready for your next getaway.
• Gifts for special occasions: We love celebrating you. Expect thoughtful surprises on Easter, Women's Day, Father's Day, and more.
• Anniversary gifts: Your 1st, 5th, and 10th work anniversaries are milestones worth celebrating, and we mark each of them with a special gift.
• Team-building events: We value connection beyond work, offering engaging team experiences in great locations to inspire collaboration and fun.
• End of year celebrations: We wrap up each year with a special celebration, filled with joy, laughter, and unforgettable moments.
• Day off on your birthday: Your special day is yours to enjoy, no work required.
• Community and social initiatives: We bring people together through activities like Bring Your Kids to the Office Day, donation drives, tree planting, sporting events, decorating the Christmas tree with your colleagues, celebrating new office openings, Principal33's anniversary, and more.
• Access to Udemy: Growth matters, so you get unlimited access to thousands of courses. Develop your skills anytime, anywhere.
• German language courses: Dedicated courses to help you build your German skills, supporting both personal and professional growth.
• Personal and professional growth: We support your development through masterclasses with experienced trainers, and we're open to investing in courses and training that help you grow.

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