IT Solutions Support Specialist

We are one of the 15 most attractive companies for talent in Spain! This recognition comes from Merco in the latest edition of #MercoTalentoEspaña23.
Additionally, we are currently among the 100 best companies to work for according to Forbes magazine, and the best-rated brewery by university students according to #MercoTalentoUniversitario23/24.Our purpose is to CREATE MOMENTS OF ENJOYMENT THAT UNITE US, TO TOAST TO A BETTER WORLD, and we do it with four values in mind:
• PASSION for consumers and customers• CARE for people and the planet• ENJOYMENT of life• COURAGE to dream and be pioneersIf you are a proactive and dynamic individual, and you are seeking an opportunity to maximize your full potential in a leading Fast-Moving Consumer Goods multinational in its industry, do not hesitate, join us!"We are looking for a IT Solutions Support Specialist for our offices in Madrid:
PRINCIPAL ACCOUNTABILITIES:
Local & Global Applications including integration:
Participate in the management and transformation of different local applications and maintain alignment/monitoring for all global applications including integration for the OpCo.
Ensures as part of the Operations function that the different applications/business solutions run aligned with business requirements.
Also is in charge of obtaining the right level of service from 3rd parties, including integrations and other global support teams.
Defining appropriate actions in place (agreed with management team) to get real improvements in such applications/business solutions.Operations Standards and Processes:
Contribute to deliver processes (incident/request management, problem management, performance management, disaster recovery) aligned with business requirements applying the right controls.
Ensure those processes are running in the right way supporting the BAU (Business As Usual).Manage jointly with the different members of Operations the design and documentation of those processes, applying the global process design and management methodology and HEINEKEN Enterprise Process Model (HEPM).Assesses the maturity and level of controls in the design of processes, including Process Performance Indicator (PPI) and Key Performance Indicators (KPI) to ensure a good level of service by IT and their 3rd parties.Ensure that PPIs and KPIs are monitored on an ongoing basis to identify any risks and trends to estimate evolution from a technical point of viewIdentifies and reports any process activities that deviate from the agreed levels by Local Management to the Technology Manager.Help Security about the execution of the different audits, Disaster Recovery tests, as well as follow the remediation plans from 3rd parties of the issues identified during such tests.Define/Declare the standards, guidelines in terms of building of new applications.Review policies to be applied by 3rd parties ensuring all is adhered to such policies.Monitoring:
To help assuring that applications/integrations are under monitoring at certain levels, establishing the thresholds to use by the different stakeholders.Work with the different teams to establish the right way to monitor including tools, mechanisms and thresholds and parameters to consider.Follow-up progress of implementation and use of monitoring detecting any improvement action.Advising, supporting and challenging the design of monitoring automatism.
Project & Service ManagementEnsures effective progress of the different project on Operations area.Definition and lead of the different projects on Operations area under his responsibility.
Responsible to define the different KPIs to measure the success of the projects that leads.Management of 3rd party, ensuring alignment with SLAs established.Regularly reviews and aligns relationships with other Peers and 3rd parties on service matters.Identifies requirement and builds key knowledge in line with functional competencies.People and Personal DevelopmentEnsures effective Performance Management through the creation of a Personal Development Plan:
working on the development targets formulated in the Personal Development Plan throughout the year to improve competencies and skills.Regularly reviews and aligns relationships with other Peers.Identifies requirement and builds key knowledge in line with technical competencies.QUALIFICATIONS:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).ITIL Foundation certification will be preferred, or familiarity with ITIL practices and experience working in a structured support environment.Strong knowledge of enterprise IT solutions and software applications (e.g., CRM, ERP, SaaS applications, RPAs, Integrations).Familiarity with SQL, networking principles, and operating systems (Windows/Linux), and cloud platforms and services (e.g., AWS, Azure) is a plus.Experience with ticketing systems (e.g., ServiceNow, JIRA) and database management.3+ years of experience in IT support, application support, or solution support roles, ideally within a complex IT architectures environment.Customer-focused mindset with a commitment to delivering excellent support service.Ability to work well independently and as part of a team, managing multiple tasks effectively.Experience in assessing process and information flows, performing system audits, transformational programs.Strong quantitative, statistical and computer skills, with emphasis on the ability to perform sophisticated analysis with spreadsheet and/or database applications.Experience managing 3rd parties.Excellent language skills in English and local language (Spanish).¿What do we offer?Time for Yourself⛱:
We have 29 days off per year! Additionally, on the 24th and 31st of December, we leave them for enjoyment, no work! And we have our very own day, the second Friday of September is a company holiday, so go ahead and enjoy a nice cold beer!• Rewards :
We offer a competitive salary tailored to your experience.
Furthermore, we provide a wide range of company benefits, allowing you to choose what suits you best:
childcare, a pension plan, gym access, health insurance, among others.
You'll also receive 20 cases of our beers each year.• Flexibility ⏰:
We care about the well-being of our collaborators.
That's why we know how to balance our work with our personal lives and are flexible.
In our offices (when the role allows it), we offer 64 hours of remote work per month, as well as the option to work remotely full-time during Christmas, Easter, and the months of July and August.• Culture