IT Application Support - PKI services

We are looking for  Service Competence description   

• The service to be provided is focused on Application support at Siemens. To achieve this, Siemens expects the following competences to be available at the service provider:
• Incident resolution within internal applications.
• End-to-end customer experience providing a single point-of-contact.
• Incident Management Incidents, queries & service requests
• Application support for Siemens Digital People Solutions, namely on PKI card & certificates support.
• Detailing all actions and communication in the tickets.
• Knowledge transfer inside the team regarding the applications and support activities eg Creation of use cases & documentation
• Evaluation of service needs & suggestion of improvements, proactively identifying and reporting issues
• Participating in jour fix & service meetings, being involved in upcoming changes & proactive feedback.
• To deliver the above competences, Siemens considers relevant for the outsourcing company to assure consultants with a skillset and experience covering:
• Fluent in English - spoken and written (required).
• Agile & proactive approach.
• Proven experience in Application Support.
• Experience in Help Desk / Service Support.
• Proven skills in ticketing tools (egServiceNow) is a must.
• Ability to learn customer support processes and techniques.
• IT Infrastructure library (ITIL) certification is a plus!
• Experience with handling certificates and/or PKI support is a must.
• Active Directory support experience can be helpful.
• Ability to work on CET (Central European Time) - required.
• Problem solving and research skills.
• Proficient in Microsoft Office (required).
• SharePoint/Wiki or/and webpage skills are helpful.
• Collaboration, Strategic thinking & planning with good organization skills are a must.