Descripción de la oferta
pbAbout us /b /ppHey! ⚓ /ppbr/ppGet ready to set sails and navigate the brindus wave ⛵️ /b /ppbr/ppbWe're rindus, /b a People company. We love IT professionals and our bpassion /b is to help and empower our crew to get the best out of themselves, unfold their full potential, and help them grow. /ppbr/ppBecauseb growth /b is in our mindset, we're doing it since 2017, closely with our European Partners, helping them shape their software development teams. /ppbr/ppSo far, we have 200+ crew members of 21 different nationalities sailing with us in the open seas. We ‘re expanding our team and looking for a new brinder /b to get on board. Are you the next to bbe reeled in /b? ⛴ /ppbr/ppbr/ppbAbout our partner /b /ppOn behalf of our partner Douglas, we seek the best talent to join rindus. Douglas is a retail company for beauty, health and cosmetic products in 19 European countries. We are collaborating to improve their main product channel, their e-commerce. With the company headquarters in Düsseldorf (Germany), you will work in a distributed team from our office in Málaga (Spain). /ppbr/ppbr/ppbWhat you'll be doing /b /ppbOperational Process Ownership /b /pulliLead and continuously optimize day-to-day support processes (Incident, Request Fulfilment, and Knowledge Management). /liliFaster ticket resolution times and a significant workload reduction for downstream technical teams. /li /ulpbr/ppbTeam Leadership Coaching /b /pulliManage, mentor, and develop the support process team (e.g., dispatchers, process specialists) while fostering a customer-first service culture. /liliA highly empathetic and efficient support team that delivers best-in-class user experiences. /liliEnsure clear communication and alignment of global strategies across other departments and the wider organization. /li /ulpbr/ppbShift-Left Self-Service /b /pulliEstablish and maintain a comprehensive Knowledge Base and drive the adoption of self-service portals for end users. /liliProactive ticket deflection, enabling users to solve common issues independently. /li /ulpbr/ppbTool Optimization KPIs /b /pulliCollaborate with the IT Platform team to continuously improve the ITSM platform (e.g., Jira Service Management) and track key service metrics (CSAT, SLA). /liliHigh transparency of support performance and continuously improving user satisfaction. /liliSupport Team Leads and Heads of Department by providing insights on budgets, SLAs, and KPIs. /li /ulpbr/ppbr/ppbWhat you'll bring /b /pulliSeveral years of experience in IT Support, Service Desk, or Ticket Process Management, along with initial team leadership experience. (Essencial) /liliSolid understanding of ITIL support processes (specifically Incident, Request, and Knowledge) and agile working methods. (High) /liliProficient experience with modern ticket and collaboration tools (e.g., Jira Service Management, Confluence, or ServiceNow). (Important) /liliStructured and analytical approach combined with high empathy for end-user needs. (Critical) /liliProfessional proficiency in English German is required /li /ulpbr/ppbr/ppbWhat we offer /b /pp⛴ Being part of dynamic and highly motivated international multicultural team of skilled professionals. /pp☄️ Competitive compensation package (restaurants, transport and childcare) /pp⚖️ Flexible working model: You can choose the work model that fits your lifestyle (At office, hybrid or full remote) /pp⛱ 23 holiday days. /pp⏰ Flexible schedules with core working hours. /pp✔️ DKV private health insurance from day 1. /pp⛹ Gym Sponsorship. /pp✏️ English and German language classes. /pp✊ A young and ambitious team that knows when to work but also when to have fun (Pizza day, Summer event, Málaga Tech Games, etc). /p
