Senior Platform/Application Specialist

<h3>Company Description</h3><p><strong>We Dream. We Do. We Deliver.</strong></p><p><strong>About Merkle</strong></p><p>Merkle, a dentsu company, powers the experience economy. For more than 35 years, we have put <em>people</em> at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and our performance, Merkle delivers holistic, experiences that promote growth, engagement, and loyalty. Merkle's expertise has earned recognition as a "Leader" by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit <a href="http://www.merkle.com">www.merkle.com</a>.</p><h3>Job Description</h3><p>You will provide support and assistance for software applications within client projects, serving as a central hub for addressing customer inquiries, issues, and concerns, to help ensure a positive and satisfactory experience for customers while representing us.</p><p>This is a position required to be 100% on-site at our offices.</p><p><strong>Main Tasks:</strong></p><ul><li>Provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.</li><li>Assist the customer providing guidance on best practices for using platforms and applications effectively.</li><li>Event- and Incident Management.</li><li>Escalation Management.</li><li>Automation and monitoring processes for alerts to proactively identify potential issues and implementing solutions to optimize performance.</li><li>Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).</li><li>Continuous service improvement to reduce incidents and their impacts.</li><li>Act as a subject matter expert and support client pitches as well as other activities connected with business development.</li><li>Overall Tickets backlog management.</li><li>Mentor junior support team members and assist with their professional development.</li><li>Participate in 24X7 on-call rotations and provide after-hours support.</li></ul><h3>Qualifications</h3><p><strong>Experience:</strong></p><ul><li>Completed studies or training as an IT specialist in application development or system integration.</li><li>5+ years of experience in support, troubleshooting with customers and dealing with ticketing systems.</li><li>Experience in software development is a plus.</li><li>Experience with at least one of the following: Salesforce, AWS, Magnolia, SAP, Sitecore, Adobe, or Mobile applications.</li><li>Experience with JIRA/Confluence and ServiceNow tools.</li><li>Proficient in ITIL framework. ITIL4 certification is an advantage.</li><li>Comprehensive understanding of the network and web technologies used (protocols, servers, databases).</li><li>Extensive knowledge of a relevant scripting language (e.g. Power Shell, Bash, PHP).</li><li>Extensive knowledge of the relevant areas for operating and monitoring web-based solutions.</li></ul><h3>Additional Information</h3><p><strong>Benefits and perks:</strong></p><ul><li>Modern Technology &amp; Latest IT tools</li><li>Software-house environment</li><li>Agile and Flexible working hours</li><li>Digital nomad policy</li><li>Focus on career development</li><li>Health insurance (also included for the household)</li><li>Mental health support</li><li>Volunteer experiences and sustainable mindset</li><li>25 vacation days + 3 wellness days per year</li><li>Beers (after 6pm), foosball, and ping-pong! #workhardplayhard</li><li>Free breakfast every second Monday of the month</li><li>Employee discounts</li><li>Team &amp; Company events 🎉</li></ul><p><strong>Inclusion &amp; Diversity</strong></p><p><em>We value the strength diversity brings to our business and are working to build a more inclusive workplace through partnerships with Stonewall, Business Disability Forum and Business in the Community's race and gender equality campaigns. We are happy to discuss all approaches to working for all our roles – we can't promise we will offer you everything you want or need but we do promise to discuss it with you openly and honestly.</em></p><p><em>If you have any reasonable adjustment needs arising from a disability or medical condition to participate in the recruitment process, please discuss this with the recruiter who contacts you.</em></p><p><strong>#LI-Hybrid</strong></p>