Technology Service Intern

Beschreibung:

Skills and Competencies
* Basic understanding of Windows, Mac, and/or cloud platforms
* Familiarity with ITIL framework and incident lifecycle concepts
* Proficiency in tools such as ServiceNow, PagerDuty, Microsoft Teams, and other enterprise platforms
* Strong analytical, organizational, and problem-solving skills
* Strong verbal and written communication skills (English proficiency at B2+ level)
* Ability to work independently and as part of a team, demonstrating initiative and adaptability
* Curiosity and enthusiasm for learning how AI tools can improve processes and enhance the employee experience
* Attention to detail for managing incident bridges, documenting actions, and tracking SLAs
* Commitment to continuous learning in IT Service Management (ITSM) and operational resilience
* Optional: Training or certifications in ITIL, incident response, or IT operations
Education
* Currently enrolled in a Bachelor's degree program in Computer Science, IT, Software Engineering, Business Administration, or related field
* Graduation date between December 2026 and June 2028 (or in final year of study)
Responsibilities
* Support day-to-day business operations for Digital Workplace technologies
* Assist in managing major incidents (Sev2/Sev3) by supporting bridge calls and coordinating recovery efforts
* Draft and send Voice of Technology (VOT) communications and outage updates to stakeholders
* Monitor ServiceNow for incident alerts and help classify candidates for major incident escalation
* Support page-out processes via PagerDuty and ensure timely engagement of technical and business teams
* Document incident chronology, actions taken, and lessons learned for post-incident reviews
* Maintain and update dashboards, knowledge bases, and communication templates
* Collaborate with technical recovery owners (TROs) and service managers to ensure SLA compliance
* Participate in continuous improvement initiatives, including process optimization and training material development
* Willingness to explore and learn new technologies and processes in a dynamic, fast-paced environment
* Opportunity to rotate through Tier 3 Operations, Engineering, and Architecture for a 360° perspective of IT Service Delivery
Business Analysis
* Assist in translating business needs into clear, concise, and actionable functional and technical specifications
* Support the creation of workflows, process diagrams, and user stories to define solution requirements
Project Coordination
* Coordinate tasks across teams to ensure timely delivery of project milestones
* Maintain project tracking tools and update project documentation regularly

About the Teams
Digital Workplace Operations (DWO):
* Delivers continuous, year-round global operational L3 support for digital workplace platforms
* Supports technologies such as Microsoft 365, macOS, Mobility, Azure Virtual Desktops, Collaboration Tools, Voice Telephony, and Xerox Workplace Cloud
* Partners with engineers globally and follows ITIL processes for Incident, Request, Change, and Problem Management
Major Incident Management (MIM) Team:
* Ensures rapid response to high-impact IT incidents, minimizing downtime and maintaining stakeholder trust
* Coordinates global resources and manages communications during critical outages
* Collaborates with infrastructure, application, cybersecurity, and vendor teams to restore services quickly
* Emphasizes transparency, structured engagement, and continuous improvement
Solutions Delivery Team:
* Facilitates the integration of business systems and oversees the adoption of new capabilities and technologies