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What you will do
Ensure all operational activities follow ITSM standards. Incident Management Demand Management Change Management Problem Management Root Cause Analysis Drive continuous improvement in support processes: reducing ticket load, improving first-time-fix rate, and increasing service quality. Support release and change cycles including regression testing, validation, and update coordination. Monitor and report on service metrics, proactively identifying areas for improvement. Write and maintain knowledge base articles as part of change management and support excellence
What you will need
Skills and knowledge (State the minimum acceptable proficiency for this job. Do not state incumbent-specific information). Educational qualifications Bachelor’s or Master’s degree in IT, Computer Science, Engineering, or related discipline. Fluent in English; German is a plus. Relevant experience Minimum of 3 years of professional experience supporting or implementing production IT applications (e.g. MES, supply chain and production planning, plant maintenenace tools, recipe management, labelling software, shift planning), preferably in a global production environment context. Exposure to SAP integration topics (SAP PP/PM/MM beneficial). Familiarity with ITSM frameworks such as ITIL is highly desirable. Profound hands-on experience with SQL databases desirable Experience with cloud-based production tools (SaaS, PaaS) Experience with low-code development platforms (e.g. Mendix) is a plus Familiarity with DevOps methodologies and tools (e.g. automated testing, CI/CD) Personal characteristics & behaviour Strong communication skills with ability to collaborate across global teams and time zones. Strong analytical and problem-solving skills with a proactive and solution-oriented mindset. High ownership mindset, structured working style, and strong troubleshooting skills. Ability to work in an intercultural environment and coordinate with vendors and internal stakeholders. Proactive, learning-oriented, and comfortable working with both major and small-scale applications. Ability to manage multiple tasks and priorities in a dynamic setting.
What you can expect
tesa is one of the world’s leading manufacturers of adhesive tape solutions, with a range of more than 7,000 products. With passion for technology, we drive innovation, reliability, and sustainability to shape a better future.
Our solutions make a difference in the work, products, and lives of our customers across a variety of industries, including Automotive, Electronics, and Home applications. With this, we address a broad segment of business customers, but also you as a private consumer.
You might be surprised to discover the many places where our adhesive solutions are at work, from the battery in your electric car, to the display of your mobile phone, and even in the elevator in your building. Wherever you look, you’ll find tesa – holding the world together since more than 125 years.