IT Service Analyst (Application Support)

About the role

We are looking for an IT Service Analyst to provide global application support for online services that enable VW Group customers to communicate remotely with their vehicles. The role focuses on incident, problem, change and request management within the ITIL framework, ensuring service quality and meeting SLA expectations.

Key responsibilities

• Deliver global support according to SLA, handling incidents, problems, changes and requests using ITIL processes.
• Identify and resolve technical issues related to online vehicle services in collaboration with a focused analytical team.
• Work closely with the German team to manage customer expectations and meet client requirements.
• Verify, categorize and prioritize requests, ensuring completeness and proper documentation.
• Document additional information and maintain accurate records of support activities.

Required profile

• Academic background in IT, Engineering or related field, or equivalent professional experience.
• Fluent English, both written and spoken.
• Strong customer orientation, problem‑solving abilities and a “get things done” attitude.
• Excellent communication and collaboration skills.
• Interest or background in application support and familiarity with Agile methodologies.
• Optional ITIL or cloud certification (not mandatory).

Required skills

• ITIL framework for incident, problem, change and request management.
• Agile methodologies.
• Application support for online services.

What we offer

• €1,200 to equip your home office.
• Flex allowance of €720 per year.
• Performance bonus, health and life insurance, wellbeing program, and pension fund.
• Smartphone and data plan.
• Discounts on VW Group cars and special financing conditions.
• Remote‑friendly setup, flexible working hours, multicultural environment with 30+ nationalities, pet‑friendly office.
• Internal mobility program for personal and professional growth.