Implementation & Application Support
Pubblicato il 26-08-2026 - GlobalBlue_IT in Gallarate
Responsibilities
- Incident Resolution: Efficiently drive incident resolution together with Customer and L2 support teams within the Service Level Agreement (SLA) timeframe.
- Collaboration: Work closely with customers, partners, and internal departments, acting as Technical Account Manager for your regional portfolio.
- Project and Pre-Sales Support: Provide support in various projects and occasionally assist in pre-sales activities.
- Testing and Deployment: Participate in and facilitate User Acceptance Testing - UAT as part of release deployment.
- Communication: Maintain effective communication channels with all involved parties to ensure smooth operations.
- System Log Review: Review logs from Hotel Property Management Systems (PMS) and Retail Point of Sales (POS) databases.
- Payment System Troubleshooting: Troubleshoot together with L2 teams issues related to payment systems across hotel and retail environments, including payment gateways, and escalate to partners when necessary.
- Performance Measurement: Measure and improve the end-to-end performance of Global Blue’s payment-related services against agreed SLAs and business targets. Main KPI’s
- Service Level Agreement (SLA) Compliance: Percentage of services meeting or exceeding SLA targets.
- Implementation Completion Rate: Percentage of implementations completed on time and within scope. Competencies
- Business Acumen: Solid understanding of card payment flows and financial transaction handling.
- Merchant Acquiring Knowledge: Solid knowledge of merchant acquiring processes.
- Hotel Experience:
Experience in hotel & hospitality is a plus.
- Collaboration Skills: Proven experience in working with software development teams or outsourcing contractors.
- Payment Gateway Solutions: Advanced understanding of payment gateway solutions, including tokenization and e-commerce. Skills
- Essential Skills: Language, IT, and behavioural skills are crucial for the recruitment process.
- Strategic and Analytical Thinking: Demonstrates strategic thinking with an entrepreneurial spirit, strong analytical and problem-solving abilities.
- Customer Orientation and Innovation: Actively seeks innovative ways to improve processes and user experience.
- Requirement Translation and Communication: Ability to collect, clarify, and translate business requirements into documentation and conceptual design, with excellent verbal and written communication skills.
- Presentation and Collaboration: Strong presentation skills, ability to engage audiences, and effective collaboration with others to reach mutually agreeable outcomes.
- Independence, Teamwork, and Time Management: Ability to work independently and as part of a team, with effective time management skills and ability to meet deadlines.
- Positive Attitude and Multicultural Communication: Possess a "can do" attitude and positive outlook, with the ability to communicate effectively in a multicultural, multinational environment and mobilize cross-functional high-performance teams.
- Flexibility: Prepared to travel regionally and willing to work outside office hours.