Work along Internship: Internal Search Engine

We are Enterprise Platforms & Automation, a department within Tech/People&Hubs responsible for delivering the GS Confluence and OrangeSharing tool for knowledge sharing at ING globally and we are looking for an intern in our team!

Our Purpose
We aim to provide a knowledge-sharing tool for our ING colleagues globally. Knowledge sharing has many facets and best practices, especially in managing information, which is central to our ideology. However, distributing and diversifying information can become challenging during global standardization and alignment processes. As a large organization, ING has faced many challenges in standardization. Confluence on AZURE aims to remove information accessibility from that list of challenges.

Our Vision:

• One Knowhow! A centralized ecosystem that allows employees to collaborate and connect the right information with the right audience.
• Focus! Reduced background noise and outdated information through centralized collaboration.
• Public Cloud! Enhanced accessibility, availability, range, and multi-device usage thanks to ING Azure Public Cloud Hosting.
• Cost Efficiency! Lower costs by eliminating duplicated licensing, administration, and infrastructure as local solutions are onboarded to the Global Service.

Responsibilities:

• Ticket Resolution: Monitor and resolve ServiceNow support tickets related to application migration and the care period after migration. Ensure timely and effective issue resolution.
• User Support: Serve as the first point of contact for end users experiencing issues. Provide clear and concise instructions to help them navigate and resolve their problems.
• Documentation: Create and update user guides, FAQs, and other support documentation to assist end users.
• Communication: Maintain regular communication with end users to provide updates on ticket status and gather feedback on their experience.
• Collaboration: Work closely with the IT team to escalate complex issues and ensure they are addressed promptly.
• Reporting: Generate reports on common issues and trends observed during the hyper-care period to help improve future migrations.

Qualifications:

• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Basic understanding of IT support processes and ticketing systems is a plus.

Are You the Proactive Team Member We Need?
If you are proactive and eager to learn in a diverse and dynamic setting, you could be part of our Knowleteers team for six months, starting in February 2025.

Examples of What You Would Be Doing:

• Analyse and categorize received feedback.
• Check for tickets in ServiceNow and try to answer standard questions, aligning with other team members for more technical tickets.
• Improve engagement for the OrangeSharing support channel. Post updates regularly, stimulate colleagues to participate, and come up with ideas to grow the support channel.
• Support with preparing demos, sessions with stakeholders, and end-user sessions.
• Assist in aligning our current setup of spaces with information for users to have a clearer single point of truth and information.

Your Profile:

• You are a bachelor or master student in project management, communications, or related studies.
• You live in the Netherlands.
• You love connecting with different experts, IT professionals, and other professionals.
• You have an affinity for IT and the latest (M365) technologies.
• You are independent, ambitious, and result-driven.
• You are pragmatic, proactive, and enjoy coming up with new ideas.
• You work in an accurate and structured manner.
• You are an enthusiastic team player.
• You have knowledge of M365 services, and experience with Confluence software is a plus.
• You are fluent in English. Dutch is a plus.

What We Offer:

• A 32-hour per week internship for three to six months.
• You will be part of a small, enthusiastic, and dedicated team.
• A dynamic, international environment where you can learn at a fast pace.
• A great opportunity to develop yourself.
• Internship allowance (700 euros based on 36 hours a week) and travel compensation.