Problem Manager / Systems Analyst

Global Blue Service Company Austria GmbH
A-1200 Vienna

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The holder of this position will:

  • analyze and document new requirements to monitor and measure Global Blue’s key business and transaction flow in a detailed and structured way. In his/her position works closely with Global Blue’s Business Process team, Product Management and IT Development and Operations department.
  • troubleshoot, identify what went wrong, driving the problem analysis and follow up on permanent fixes for transactions not following the predefined business flow including the estimation of urgency and impact.


  • Create, organize and maintain structured business requirements documentation
  • Transfer of high-level business requests/ideas to detailed business requirements and technical requirements for development teams
  • Liaise with business units, customers and suppliers in order to establish and translate business requirements into functional and non-functional requirements
  • Actively fulfilling problem management role by analyzing transaction deviating the defined business flow and correlating incidents, identifying patterns, including root cause analysis in a holistic way across multiple application system
  • Initiating and driving problem management activities in order to permanently remove incident root causes end2end
  • Reporting on identified risks and flaws to senior management level regularly
  • Lead from time2time taskforces to get severe bug eliminated swiftly
  • Proactively cultivate good relationships with Business Units and other stakeholders to ensure flawless and transparent communication channels

Education and experience:

  • University degree
  • Min. of 5 years of experience working in IT
  • Min. 3 years of experience as a Business Analyst / System Analyst, ideally in a transaction processing or financial services environment modelling based on UML and BPML with a modelling tool
  • Experience in working with dislocated teams in a global, multicultural environment
  • Good understanding of relational database concepts, heterogeneous IT environments, including up-to-date technologies such as SOA and web-services
  • Certain command of common analyzing tools (EXCEL, SPLUNK, SAS, etc.) to drive analysis self-sufficient
  • Scripting skills (SQL, PowerShell, awk, rex, …) to develop small tools and utilities in case of need is a clear plus
  • ITIL certification is a plus
  • Excellent English language skills both oral and written

Personal qualifications:

  • Distinctive analytical thinking and ability to analyze and design complex workflows and processes
  • Very well-structured with great attention to details
  • Organizational skills and the ability to prioritize workload
  • Integrity and high quality standard levels
  • Solid project management skills
  • Excellent verbal and written communications skills
  • Good presentation and negotiation skills
  • Ability to interact professionally with a diverse group, executives, managers and subject matter experts
  • Good client-facing skills, inquisitive and engaging personality


As we believe your compensation goes beyond your pay-check, we offer a competitive salary plus yearly bonus, as well as a wide range of other perks and benefits:

  • Work in fast-growing international company and industry
  • State of the art office environment well connected to the public transportation system and with good infrastructure
  • International environment and inspiring colleagues from many different countries (35 nationalities)
  • Flexible working time and home office
  • Varied, interesting and challenging jobs
  • Lunch vouchers
  • Referral Program
  • Company doctor
  • Other employee benefits

Our compensation package is significantly above the stated minimum salary of € 37,589.44 +++ gross annual!

Contact us

Hana Krcova Recruitment & Talent Acquisition Manager - Technology


Apply now

Global Blue Service Company Austria GmbH

Global Blue Service Company Austria GmbH

Global Blue pioneered the concept of Tax Free Shopping 40 years ago. Through continuous innovation, it has become the leading strategic technology and payments partner, empowering merchants to capture the growth of international shoppers.

The Group connects all stakeholders involved in the international shopping ecosystem, helping:

- More than 29 million international shoppers

- More than 300,000 points of sale

- More than 50 acquirers, at more than 130,000 points of interaction

- Customs & authorities in more than 40 countries

Global Blue has over 2,000 employees in more than 50 countries.

Find us

Handelskai 92, 1200 Wien

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