Your role

As an IT Functional Application Engineer, you will play a crucial role in ensuring the reliability and performance of applications within the MediaMarkt Benelux environment. You will collaborate closely with technical product owners, country key users, IT Service Desk, IT Project Management teams, and various business units. Your primary focus will be on enhancing application availability and streamlining incident management processes.

In this role, you will act as the Service Level 2 (SL2) support, responsible for resolving critical and recurring incidents systematically. You will analyze and identify root causes of issues, communicate these insights to the IT Project Management team, and work as an IT Business Analyst when needed. Your problem-solving skills will help you design effective, straightforward solutions to complex issues. You will also facilitate communication and cooperation between business units and Information Services (IS), driving implementation processes that enhance organizational efficiency.

Key Responsibilities:

• Serve as the SL2 point of contact for managing incidents and problems.
• Continuously improve the Incident Management process to deliver value.
• Coordinate end-to-end incident management to minimize business disruption.
• Oversee the problem management process, including root cause analysis and documentation of known errors.
• Manage and coordinate major incidents, including leading crisis teams and engaging external suppliers.
• Develop comprehensive business analyses to address recurring issues, identifying problems, opportunities, solutions. And support the development of robust projects and business cases.
• Facilitate communication and collaboration between core development, analytics teams, end users, and technology providers.
• Review and improve existing methodologies and processes within the business domain.

Who are you?

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Information Systems Management, Business Studies, or a related field, or 3+ years of experience as a Business Systems Analyst or in service management (ITIL) processes;
• Experience in an Agile environment or within the Retail/Logistics industry is advantageous;
• Familiarity with industry best practices, standards, trends, tools, and techniques;
• Strong understanding of IT Infrastructure, application integrations, supply chain, and retail processes;
• Excellent communication skills with the ability to interact effectively at all levels and foster teamwork within projects;
• Knowledge of Agile/Scrum methodologies and proficiency with Confluence and Jira tools is strongly preferred;
• Experience with incident and problem management in Cherwell is a plus.

Over ons

We are the market leader in consumer electronics in the Benelux. As a team we work together to remain the omnichannel player with 81 branches and an online shop. How do we do that? By putting our customers first. Always. By offering the best customer experience both online and offline. We build a party for and with our customers. We believe that anything is possible if you take action yourself. Working at MediaMarkt Benelux means: having fun and wanting to win!

Additional Benefits

• A -without exaggeration- fantastic workplace on the 38th floor in 'De Rotterdam' overlooking the Erasmus Bridge;
• A hybrid working environment: choose diversity between working at home or in the office. (Preferably matching the team’s WFH & WFO days);
• Good working conditions and development and growth opportunities;
• Freedom and responsibility to shape your role and bring ideas to implementation in an environment where anything is possible;
• At MediaMarkt, we have courage. We are entrepreneurs within a company, giving you the chance to develop yourself quickly and in diverse ways;
• In addition to a great place to work, we also offer 30 holidays, an attractive employee discount, group health insurance, company fitness and discounts on various insurance products.

Job Infos