Defect & Problem Management | German Speaker

Overview

Expleo is seeking a highly skilled and detail-oriented Defect and Problem Management Specialist to join our dynamic team. The successful candidate will be responsible for identifying, tracking, and resolving defects and problems within our systems and processes. This role requires a strong analytical mindset, excellent problem-solving skills, and the ability to collaborate with cross-functional teams to ensure the highest levels of system reliability and performance.

Responsibilities

1. Defect Management:
• Identify, log, and track defects throughout their lifecycle using defect tracking tools (e.g., JIRA, ServiceNow).
• Prioritize defects based on severity, impact, and business needs.
• Collaborate with development, testing, and operations teams to ensure timely resolution of defects.
• Conduct root cause analysis (RCA) to identify underlying issues and prevent recurrence.
2. Problem Management:
• Proactively identify and manage problems to prevent incidents and minimize impact on business operations.
• Analyze incident trends and perform problem investigations to identify permanent solutions.
• Develop and maintain problem management processes and workflows in alignment with ITIL best practices.
• Work closely with incident management teams to ensure seamless transition from incident resolution to problem management.
3. Reporting and Documentation:
• Generate regular reports on defect and problem management metrics, including defect resolution times, problem trends, and root cause analysis outcomes.
• Maintain comprehensive documentation of defects, problems, and resolutions for future reference and audits.
• Provide insights and recommendations to improve system stability and performance.
4. Stakeholder Collaboration:
• Act as a liaison between technical teams, business stakeholders, and clients to ensure clear communication and alignment on defect and problem resolution.
• Facilitate meetings and workshops to discuss defect and problem management strategies and improvements.
5. Continuous Improvement:
• Identify opportunities to enhance defect and problem management processes, tools, and methodologies.
• Stay updated on industry best practices and emerging technologies to drive continuous improvement.

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Qualifications

• Excellent/Fluent command in written and spoken German and English languages.
• Previous experience in project coordination/management or a related field is preferred, but not a must.
• Very good - Excellent in using MS tools like Excel and Power BI.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficient in using quality management and defect tracking tools like Jira is a major plus.

Essential skills

General:

• Shows genuine interest in the business and clients, understands how the business can contribute to clients.
• Professional attitude, experience in treating stakeholders with respect and dignity.
• Open to the possibility of change and considers ways to implement and adapt any changes in own role.
• Good communication skills, communicating effectively with appropriate level of detail, using language that connects with different audiences.

Technical:

• Strong administration skills and attention to detail.
• Proficient with MS Office suite of programs, in particular Excel, PowerPoint, Word and Outlook.
• Basic knowledge and experience in a client/customer service role.
• Comfortable supporting a demanding and dynamic team.
• Confident talking to stakeholders over the telephone and via email communications.
• Proficient in relevant software packages and applications.
• Able to build and maintain good relationships with internal teams and external contacts.
• Has experience in working with databases.
• Ability to handle confidential information.

Management:

• Must be flexible, independent and self motivated
• Willingness to learn and participate in learning and training for personal and professional development.
• Good self management with experience in delivering reliably and consistently against defined goals, adapting own approach to ensure goals are met.
• Has a professional outlook, acting with integrity at all times.