Synergie-Effekt GmbH, Hospitalstr. 17, 50321 Brühl
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Aktuelle Projekte - Application Specialist (m/w/d) CRM application

Projektnummer: 20053-JB-02
Titel / Position: Application Specialist (m/w/d) CRM application
Beschreibung: The application specialist holds the deep IT expertise for the CRM application within Client & Partner. She/he is performing daily application management tasks (e.g. re-occurring maintenance tasks, incident analysis/ resolution). The application specialist provides input for application lifecycle planning, definition and management of SLAs/ OLAs, planning/ implementation of application changes. The application
specialist is also the overall incidents, requests and defects manager. In this particular case, the Application Specialist also supports the regular release processes and is versatile enough to also support one or two other applications within the same domain.

Tasks/Responsibilities:
• Maintaining an IT Service or infrastructure component (Run-the-Bank):
• Monitoring of availability of services
• Monitoring and improvement of system performance and availability (SLA, OLA)
• Handling of 3rd level support incidents and requests
• Lifecycle management and IT Service Roadmap
• Provide ITSCM (IT Service Continuity Management) and assist in Disaster Recovery tests
• Maintain IT Documentation
• CtB:
• Subject matter expert (SME) for CRM application
• Coordination of deployments into Test and Production environments
• Environment management in coordination with projects
• Project documentation review
• Strategy, Planning, Management
• Support IT Service Owner in lifecycle planning of applications
• Service Management
• Support IT Service Owner in defining and managing OLAs for IT Services (Applications) based on different service level agreements
• Domain/Application Specific Know How
• Write detailed documentation for the operation of the application
• Maintain application system documentation
• Conception, provisioning and maintain of training for support staff and technical management staff (R) for application
• Architecture and standards
• Support the solution architect in the definition of application specific architecture and solution, integrate into overall architecture
• Support Chief Programmer in the implementation of configuration management guidelines to cope with application specifics
• Support solution architect and Chief Programmer in defining technology wide development guidelines and standards
• Design, Build, Test of IT Service
• Support the impact analysis of new requirements on the application
• Support the creation of solution designs
• Define and implement operations tasks for the application
• Support the definition of test cases and test execution regarding the application
• Define event management and instrumentation of applications to generate meaningful events (application level)
• Support the definition of monitoring and event mapping to IT Service
• Participate in application test preparation and test execution (IT view – interfaces, operational readiness tests etc.)
• Operations
• 3rd level support for applications (incident analysis and resolution)
• Support release introductions
• Perform re-occurring maintenance tasks wherever necessary
• Plan and perform adaptive/ perfective measures related to the applications
• Continuous Improvement
• Identification of improvement opportunities and evaluation of alternatives

Skills:
• Experience in application management (lifecycle, maintenance, operation) and enforcing mature and stable application operation
• in an environment, where agile projects still extend the application under high pressure
• Strong in managing of incidents and in tracking of KPIs, benchmarks (in doing as role-model, delegation and promoting internally)
• Understanding of Client Relationship Management and Client Data Management systems and processes in the banking industry
• Preferably with expert knowledge and professional experience in JAVA, Oracle, SQL, PL/SQL
• Understanding of software development/ customization processes
• Preferably good coordination and communication skills
• Entrepreneurial spirit, being a creative and reliable person with the ability to work under pressure
• Highly structured, able to address options and underlying evaluation
• Capability to analyse complex and poorly defined problems related to the application and to provide solutions with minimal
• guidance from the superiors
• Team oriented, flexible, proactive, autonomous, persistent and sustainable. Able to collaborate, listen and exchange ideas
• Preferably Subject Matter Expert in his area of responsibility:
o Understands, drives Big Picture and Context
o Able to challenge ideas and solutions, able to discuss and moderate issue resolution
o Has got overview on technology and its developments (markets and client expectations)
o Able to represent topic against management and stakeholders
o Able to support strategic thinking
o Ability to assert oneself (“Durchsetzungsvermögen”), at the same time be able to delegate
o Managerial courage, entrepreneurship
o Communication skills, negotiation skills, able to motivate people/teams, conflict resolution skills, diplomatically skilled
o Methodological thinking (incl. analytical and structural thinking, project methodology, …)
• Mother tongue German and good English knowledge
• Education in computer science (Apprenticeship with BMS or FH, Uni/ETH)
Einsatzort: Zürich
Start: 01.03.2021
Dauer: 8 Monate (+)