It’s time to go places

Description

Ryanair Labs is the technology brand of Ryanair, a start-up inside a corporation and a state of-the-art digital & IT innovation hub creating Europe’s Leading Travel Experience for customers.

In 2014 Ryanair decided to open the first state-of-the-art digital & IT innovation hub – Ryanair Labs Wrocław. More than 200 IT enthusiasts working on 30+ projects with a collaboration with Dublin, Madrid and Portugal Labs are making your travel experience unique. As a result of our continued expansion, we want to hear from the best IT experts the European market has to offer to join our Labs.

The Role

As Application Support Analyst you will work closely with business owners in troubleshooting and resolving issue for a set of in scope application. You will also contribute in gathering requirements for request for Changes to work with our internal development team or with external 3rd parties. As part of a business support team you will play a key role in defining and shaping projects to ensure key business systems develop to meet the changing needs of the organisation. This is an exciting opportunity for highly motivated individuals to work in a fast-paced business environment.

Responsibilities:

  • Key focus on ensuring all incidents, service requests and change requests are dealt with in a professional manner within the SLA and to the satisfaction of the customer.
  • Develop knowledge and skill sets to confidently support Ryanair Labs and third parties’ products.
  • Utilise internal test systems and remote support methods to investigate reported faults.
  • To retain ownership of issues logged by the customer until resolution.
  • Liaise with Development Team/Vendor to find resolutions to reported software faults and to ensure that defects and change requests are managed effectively.
  • To communicate and liaise as necessary with other internal teams to support customers, issue resolution and product improvement.
  • Assist Delivery Managers with implementation of processes.
  • Develop customer relationships and attend customer sites when required.
  • To produce concise issue resolution and user documentation as required for handover to colleagues and customers.
  • Provide extended out of hours support when necessary

Requirements

  • Proven customer service skills
  • Effective personal management; able to work under pressure, manage workload and achieve deadlines, ability to manage priorities and expectations both internally and with customers
  • Ability to inform and persuade others
  • Proactive and logical approach to decision making and a real passion for problem solving
  • Working knowledge of basic IT systems
  • Innovative with a drive to seek out and acquire knowledge and understanding in unfamiliar areas
  • Ability to work within a team as well as on an individual level
  • Excellent listening, analysis, written and verbal communication skills
  • A willingness to provide out of hours Customer Support
  • Good knowledge in writing SQL queries

Nice to have:

  • Experience of having worked in a similar role
  • Experience in supporting iOS and Android end user devices
  • Experience using JIRA and/or CONFLUENCE
  • ITIL Foundation
  • Knowledge of Zendesk as an IT user
  • Knowledge of Service Now as an IT user

Benefits

The work that you do will be seen by the millions of customers across Europe!

Our offer

  • Contract of employment (permanent after trial period)
  • Flight tickets discounts from day one
  • Multisport card
  • Private health care
  • Insurance
  • Possibility to talking part in conferences, training and courses

– – – and – – –

  • Office located in the city center with a view for an Old Market Square
  • Annual events (i.e. St. Patrick’s Day 🍀)
  • Regular social meetings 🍻
  • Paid referral system
  • New office building surrounded by great dinettes right in the city centre 🌆

Full details

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