(Graduation) Internship System Management

Job description

Thesis IT process management internship

Do you know all the ins and outs of IT Support processes and would you like to learn how KLM approaches this?
Do you like improving processes and are you not afraid to confront people regarding improvements? Then you may very well be our new IT Process Management intern!

Your working environment
Your desk will be located in the most attractive KLM building, the Point of View, where all IT specialists work. One of the departments is responsible for engineering the systems. The department Airport Mobility that you will be part of, is a joint department between AIR FRANCE and KLM, with around 12 IT specialists, who work on engineering new Mobile devices and Enterprise Mobility Management (EMM) tooling. This is also where the documentation of Mobile devices and EMM tooling takes place for the purpose of the 1st, 2nd and 3rd line support.
In terms of numbers the iPad is the most used Mobile device within Air France KLM. These iPads are configured in different ways to meet the business requirements and CISO rules.
To be able to configure and manage the iPads, and to deploy apps on the iPad, the EMM tool AirWatch is used. AirWatch is used as a SAAS/Cloud solution, and the department Airport Mobility is responsible for the configuration and support on AirWatch and the iPads.

AirWatch and iPads have been used within AIR FRANCE KLM for around four years. The management of this relatively new technology has improved, although there is still plenty of room for improvement.

Your challenge
You will be responsible for analyzing the support chain. You will investigate this by looking at the processes and looking at ways for improvement.

The management of the iPads that are used within AIR FRANCE KLM require good documentation. You make sure of this by identifying the knowledge level and documentation aspects within the different support departments that could be improved. This is done by conducting interviews. You register experiences to see how the support is experienced with the iPads and examine this topic from different perspectives in order to obtain an all-round picture. You then use your findings to write a report on improvement aspects as well as a general work instruction(s) that can be used by Air France and KLM support departments. You can present your findings at the end of your internship. If you finish your report before the end of your internship, you can also help implement your work instruction(s) and the necessary improvements.

You furthermore examine current literature and theories which you then describe in a (brief) report. This could serve as your graduation assignment. You also have the opportunity to take part in extra projects and travel occasionally to our AIR FRANCE head office in Paris to see how things are done there!

What do we offer?
An excellent learning experience in a dynamic organization in which you will play an important role. You will have the opportunity to develop considerably on both a personal and professional level.

One of the advantages of a KLM internship is the association by and for interns called ‘KLM Taxibaan'. This ‘student association' helps you build your network and organizes various excursions within the KLM organization.

You will also receive an internship allowance.
It will also be possible to work on your graduation assignment during your internship, on which you can spend one day a week.

What are we looking for?
An independent student of a university of applied sciences (hbo) enrolled in an IT, Service Management, Business IT or other related degree programme.

You should have good communication skills in English and be skilled at collecting information and analyzing problems.
You should also be available 4-5 days a week for 5-6 months starting in October/November.

Do you already have experience working at an IT helpdesk and do you have knowledge of management methods of support, like COBIT, ITIL and IT Service Management? If so, your application will be placed at the top of the stack.

Are you ready for take-off?
Does this sound like the perfect opportunity for you and are you ready for a flying start? If so, click on ‘Apply' and send us a motivation letter explaining why we should invite you to an interview.
We want to know not only what your motivation is to do this internship, but also why you want to work for KLM, what you expect of this internship and what you would like to learn.

The final deadline for applications is Wednesday 12 October. We will let you know within two weeks of this deadline whether or not you will be invited to an interview.

The selection procedure includes a security screening.

More information?
Linde van As, Recruiter
T: +31 (0)6 10637238
E: ************@*******.**

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