Ensure all operational activities follow ITSM standards. Incident Management Demand Management Change Management Problem Management Root Cause Analysis Drive continuous improvement in support processes: reducing ticket load, improving first-time-fix rate, and increasing service quality. Support release and change cycles including regression testing, validation, and update coordination. Monitor and report on service metrics, proactively identifying areas for improvement. Write and maintain knowledge base articles as part of change management and support excellence
Skills and knowledge (State the minimum acceptable proficiency for this job. Do not state incumbent-specific information). Educational qualifications Bachelor’s or Master’s degree in IT, Computer Science, Engineering, or related discipline. Fluent in English; German is a plus. Relevant experience Minimum of 3 years of professional experience supporting or implementing production IT applications (e.g. MES, supply chain and production planning, plant maintenenace tools, recipe management, labelling software, shift planning), preferably in a global production environment context. Exposure to SAP integration topics (SAP PP/PM/MM beneficial). Familiarity with ITSM frameworks such as ITIL is highly desirable. Profound hands-on experience with SQL databases desirable Experience with cloud-based production tools (SaaS, PaaS) Experience with low-code development platforms (e.g. Mendix) is a plus Familiarity with DevOps methodologies and tools (e.g. automated testing, CI/CD) Personal characteristics & behaviour Strong communication skills with ability to collaborate across global teams and time zones. Strong analytical and problem-solving skills with a proactive and solution-oriented mindset. High ownership mindset, structured working style, and strong troubleshooting skills. Ability to work in an intercultural environment and coordinate with vendors and internal stakeholders. Proactive, learning-oriented, and comfortable working with both major and small-scale applications. Ability to manage multiple tasks and priorities in a dynamic setting.
tesa is one of the world's leading manufacturers of adhesive tape solutions, with a range of more than 7,000 products. With passion for technology, we drive innovation, reliability, and sustainability to shape a better future.
Our solutions make a difference in the work, products, and lives of our customers across a variety of industries, including Automotive, Electronics, and Home applications. With this, we address a broad segment of business customers, but also you as a private consumer.
You might be surprised to discover the many places where our adhesive solutions are at work, from the battery in your electric car, to the display of your mobile phone, and even in the elevator in your building. Wherever you look, you'll find tesa - holding the world together since more than 125 years.
As a multinational company, tesa develops innovative adhesive tapes and self-adhesive product solutions for various industries, commercial customers, and end consumers. There are already more than 7,000 tesa adhesive solutions that help improve the work, products or lives of our customers. Today, the focus is on sustainability and energy-saving processes. tesa invests in the development of environmentally friendly products and solvent-free manufacture processes as well as in the use of renewable energy sources at its locations.
tesa is active in 100 countries and operates plants in Germany, Italy, China, the USA, and in Vietnam. Around three quarters of the tesa Group’s sales (2023: EUR 1.7 billion euro) are generated by applications for industries. Together with its international clients, tesa develops innovations that are customized at product and process level. Already more than 130 tesa tapes may be installed in an electric car and over 70 in a smartphone. In the printing and construction industries, too, tesa is constantly penetrating new segments and countries with its special adhesive tapes. The company generates almost one quarter of its sales with products for end consumers and professional craftsmen. 300 applications, such as the legendary tesafilm®, make life easier or, when it comes to insect protection, even make it a bit more pleasant. tesa counts among the world’s leading manufacturers of adhesive solutions. Since 2001, tesa SE is an independent 100% affiliate of Beiersdorf AG (i.e., NIVEA, Eucerin, la prairie) with approx. 5,200 employees today.
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