Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.

Role description: An integral part of a customer centric Global Service Operations team that empowers the Arcadis’ business strategy thru service excellence and continuous improvement.

Role accountabilities:

Incident Management: Responsible for the process of actioning tickets assigned to GSO queue following the incident management process. Service Request Management: Responsible for the process of responding and fulfilling service requests. Responsible in making sure proper approval flow is followed before fulfillment of a request.  Knowledge Management: As a 2nd line GSO member you are expected to utilize our knowledge management and create KBAs to improve the knowledge across the GSO team. Queue Management: Balance the workload amongst available resources, determine which specialists has the most skills in resolving a ticket. All actions taken by QM should lead to shorter resolution times and higher CSATs. Push for resolution old and unactioned tickets. Send to proper queue misassigned tickets ASAP. Subject Matter Expert: Responsible to perform training activities for new process and new starters. Attend and participate in regular swarming sessions. Lead implementation and monitoring of improvement initiatives. Will carry out deputy team lead responsibilities in the absence of the team lead. Other Ad Hoc Tasks: you are expected to help and participate to activities and initiatives by Arcadis. 

Qualifications & Experience:

Has a bachelor’s degree in information technology or computer science  More than 5 years of relevant working experience in an IT support role on Tier 2 or Level 2 position, with experience in SME/senior position.  Has relevant IT support experience in MS Windows, Oracle application modules and Oracle Cloud, the use of Ticketing Tools, with strong understanding of SLAs and KPIs. Has excellent customer service, analytical and communication skills on the telephone and via email. Has previous experience working in a Shared Services Center, willing to work on a 24x7shifting schedules including weekends and holidays. ITIL v.4 Foundation certification Has strong sense of responsibility. High output, high quality with low supervision Accustomed to supporting a wide variety of End User Computing devices (preferably Dell centric) and has full understanding how these devices interact with Cloud applications and services. Leadership qualities. A self-starter and can lead initiatives and activities.

Preferred Qualifications:

Experience in collaborating with multi-national/cultural stakeholders. Knowledge and aptitude to automate especially via ITSM tools. Understanding ins and outs of software delivery tools (SCCM/Intune) Oracle experience

Why Arcadis?

We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.

Together, we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality, Diversity, Inclusion & Belonging

We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. At Arcadis, you will have the opportunity to build the career that is right for you. Because each Arcadian has their own motivations, their own career goals. And, as a ‘people first’ business, it is why we will take the time to listen, to understand what you want from your time here, and provide the support you need to achieve your ambitions.