Technical Support Case Handler responsible for managing technical support cases and delivering high - quality technical assistance. Focusing on diagnosing issues, prioritizing workload, and ensuring customer satisfaction through excellent communication.
About the role
- Senior Support Analyst focusing on process management at MAG. Engaging in process improvement and implementation with diverse teams.
Responsibilities
- Map, analyze, and design business processes using BPMN notation
- Lead process discovery and redesign workshops with business areas
- Define, standardize, and continuously improve processes based on market best practices and with a focus on automation
- Document “AS IS” and “TO BE” processes, ensuring clarity, traceability, and alignment with business objectives
- Support process implementation in service management tools (ITSM), in partnership with technical and functional teams
- Identify opportunities for process automation and optimization
- Monitor process performance indicators (KPIs) and propose improvement plans
- Ensure process compliance with internal policies, standards, and governance frameworks
- Create and maintain documentation for policies, processes, operational procedures, and supporting materials
- Act as the focal point for questions and improvements related to the defined processes.
Requirements
- Bachelor's degree in Engineering, Information Technology, or related fields
- Proven experience in process management
- Strong knowledge and hands-on experience with BPMN
- Solid understanding of ITIL and ITSM frameworks
- Experience facilitating workshops and conducting stakeholder interviews
- Analytical skills to understand complex problems and propose process solutions
- Strong verbal and written communication skills, with the ability to engage with different organizational levels
- Organized, proactive, and able to manage multiple concurrent demands
- Ability to work autonomously and collaboratively with the team
- English – intermediate or advanced level
Benefits
- Competitive market-based salary
- Transportation allowance
- Meal voucher (no payroll deduction; maintained during vacation)
- Food allowance (no payroll deduction; maintained during vacation; additional balance in December)
- Health insurance
- Dental plan
- Childcare assistance
- Private pension plan
- Funeral assistance (covers dependents and parents)
- Annual performance bonus (PPR)
- Life insurance
- Gympass
- Psychological, financial, and legal assistance for you and your dependents
- Medical and nutritional care
- Happy Day – one day off in your birthday month
- Corporate university
- Extended maternity and paternity leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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