Beschreibung
Task:Database Administration Services, development and project support on Master level
? Fulfillment of customer requirements relating to the delivery service-desk-services.
? Receiving, classifying and the processing of orders and the forwarding of orders, inquiries for information and error messages/trouble tickets (IT Incidents).
? Monitor SLA`s (tracking of error messages/trouble-tickets).
? Implementing documented extensions and enhancements in the database.
? Performing database release and change management.
? Tracking and performing requested database changes.
? Updating proper documentation of database and associated process documents.
? Supplier should adhere the incident management processes including the resolution of trouble tickets, reporting and input to problem management if needed
? Supplier works on and manages problem tickets as defined in ITIL or customer process documentation including root cause analysis.
? Implementation of approved changes as per schedule within agreed SLAs and in agreement with customer change management processes.
? Fulfillment of order management processes and service requests for customer.
? Supplier to propose and to shape improvements to the operation of the systems, software and processes.
? Supplier to perform end user briefings and training courses for specialist & technical domain topics.
? Supplier to perform operations team briefing and training courses as well as to support to establish an operational distributed work model with operations team.
? Perform and support to operational acceptance processes.
? Management of projects or sub-projects in national and international context in English language.
? Documentation of processes using appropriate templates and documentation standards.
? Develop and maintain excellent working and communication relationships with internal and external customers.
Requirements (Must have):
3rd-Level ticket & problem processing for ?Inosoft ClientDB?
Beginn: 01.06.2014
Dauer: 01.12.2014
Branche: IT/Beratung