Application Support IT Professional

The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines. The Group also provides complete solutions for financing and service. The Volvo Group, with its headquarters in Gothenburg, employs about 100,000 people, has production facilities in 18 countries and sells its products in more than 190 markets.

Your day-to-day responsibilities will be:
Attend to various aftermarket IT system support requests by phone and Customer Portal from Volvo Group dealership employees.
Participate and help conduct major incidents resolution collaborating with multiple interdisciplinary teams.
Analyze cases through troubleshooting to provide solutions that maximize the operational sales and postsales process.
Transfer and escalate cases to second-level teams, following ITIL premises.
Conduct end-to-end follow-ups with the user and second-level teams through frequent follow-ups.
Create and implement internal and external process improvements through Kaizens and Agile
methodologies.
Contribute to strategic business objectives through actions that improve our Services.
Mentor and guide junior support staff, enhancing their skills and knowledge.
Act as a liaison between the dealership network and software vendors, facilitating effective communication and issue resolution.
Participate in the testing and deployment of new application features and updates, ensuring alignment with business needs.
As we serve all Latin American countries, there will be work shifts on the Brazilian holiday calendar.

Escolaridade mínima: Ensino Superior Completo

We are looking for / Required Skills:
An individual with a bachelor’s degree in information technology. Other business graduations may be
considered in case there is proven experience in aftermarket/end customer areas.
Strong understanding of application architecture and integration points within dealership management
systems, capable of providing business ad hoc trainings over the aftermarket process when needed.
Fluent in English and Spanish.
When we specify "fluent," we mean C2 level or native. C1 level may be acceptable in some cases, but
below this level, the candidate will unfortunately have to be rejected.
The candidate needs to have proven analytical skills, a willingness to help customers, and problem-solving
skills.
Demonstrate a proactive profile.
Someone used to work with the markets of Peru, Argentina, Chile, and Colombia, understanding the
cultural aspects and contexts of these markets.
Experience in mentoring and training junior staff, fostering a collaborative team environment.
Proficiency in advanced troubleshooting methodologies and tools, with a focus on root cause analysis.
A professional motivated to solve problems and who enjoys challenges, sometimes in a somewhat
pressured environment, but who understands that their work has a great purpose for the development of Volvo Group's business.

The Additional Competencies below will be a Plus:
Proven experience working with Agile Methodologies like Scrum or Stable Teams Framework.
Familiarity with IT service management frameworks (e.g., ITIL) and experience in implementing best
practices.
Knowledge of programming or scripting languages (e.g., SQL, Python) for automation and reporting
purposes.