• 2nd level Application Support
    • Full Time
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Job Description


The holder of this position will report directly to the Service Delivery Manager, Front Office Operations – Stamping and Refunding and is responsible for supporting all Global Blue business applications assigned – validation and refunding related.As part of the application support team the position cooperates with internal departments (Infrastructure and Operations teams, Engineering teams) and external vendors to constantly improve the delivery of Global Blue’s business applications. The position is based in Vienna and could require sporadic travelling.



resolving assigned incidents within SLA
providing 2nd level support for the assigned IT services
maintaining effective communication channels with all parties involved
initiating and driving problem management activities in order to permanently remove incident root causes
cooperating with external vendors and internal departments who act as 1st, 2nd (other 2nd level departments) and 3rd level support
provide procedures, check lists and other documents for GBIT Service Center (1st level support) and other stake holders (feed the solutions and known errors database)
plan, document and perform changes and extensions for the applications managed

 Profile and education

relevant IT and/or business administration related education concluded
customer service oriented
operational “hands-on” attitude
good understanding of and proven efficiency in:
business processes and applications
SQL query tools
reporting tools
basic scripting and/or programming skills:
broad-based general IT competence
strong analytical, problem-solving and organizational skills
independent and self-motivating personality
high quality standard levels
excellent English language skills (oral & written)
excellent verbal and written communication, interpersonal and team skills, including the ability to work effectively with multinational contacts
general willingness to travel
ability and willingness to work as “on call” engineer (24 hour on call duty)
ability to manage and respond to changes in priorities
Specific skills and knowledge

minimum 2-4 years of professional experience in a similar application support role
hands on experience in supporting business applications in large or medium scale environments
experience in collaboration with software development teams or outsourcing contractors
proven ability to work in a matrix organization with teams distributed in different time zones
work experience within an international environment (desirable)
good database know how of MS SQL
desirable: experience in end user training
desirable: ITIL certification

Good location close to public transport,
Well-being, company doctor, meal vouchers
Referral bonus
Challenging jobs
International environment
Team building, party and events
Global Blue guarantees a competitive and performance-related salary depending on your professional and personal qualifications. The minimum offered salary for this position starts from 41.000 EUR p.a., however, the total compensation is a subject of individual agreement.
As required by Austrian federal law we hereby state, that the legal annual minimum compensation according to the Austrian collective agreement amounts to € 34.182,96 .


About Global Blue

Global Blue invented the concept of Tax Free Shopping almost 40 years ago and is now the worldwide industry leader, enhancing the Globe Shopper experience and creating value for retailers and partners through a range of products and services. Global Blue’s Tax Free Shopping solutions allow thousands of retailers, including most of the world’s best luxury, fast fashion and department store brands, to quickly and safely offer Globe Shoppers savings of up to 20% when shopping in 300,000 stores around the world. Global Blue’s IT headquarters is located in Vienna. www.globalblue.com

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