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About the Role
Bring structure and steering competence to ITSM process operations! Actively shape the quality, effectiveness, and further development of central IT service processes. Contribute to operating projects and applications, supporting public clients with stable, efficient, and user-centric IT services.
Responsibilities
- Resolve first-level requests directly and document solutions in the ticket system.
- Independently handle second-level incident and service requests, escalating complex issues to appropriate teams.
- Maintain the knowledge base, regularly check solution descriptions for currency, and add new findings.
- Create monthly reports on ticket numbers and current topics.
- Actively participate in continuous process management improvement by questioning procedures and implementing optimizations.
- Coordinate requirements with internal and external user groups and product management.
Requirements
- Completed IT degree (e.g., Computer Science, Business Informatics) or relevant IT vocational training with several years of experience.
- Demonstrable experience in technical support.
- Experience with ticketing systems like Jira, ServiceNow, or OpenDesk is ideal.
- Sound ITIL knowledge and an agile mindset combined with classic process control.
- Process knowledge in Incident, Change, and Release Management.
- Strong conceptualization skills, proven responsibility for results, and effective stakeholder management.
- Structured, analytical approach and excellent communication skills for complex challenges.
- Very good written and spoken German and English skills.
Skills
- ITSM
- ITIL
- Incident Management
- Change Management
- Release Management
- Jira
- ServiceNow
- OpenDesk
- Agile Methodologies
- Process Management
- Technical Support
- Stakeholder Management
- Communication
Location
- Germany (Remote)
- Seven office locations
Work Type
- Full-time
- Part-time
- Remote
- Office-based
Experience Level
- Mid-level
Education Level
- IT Degree
- IT Vocational Training
Benefits
- 30 vacation days
- Workation within the EU
- Flexible working hours
- Mobile working
- Part-time models
- ]init[ Academy
- Trainings
- Certifications
- Cross-departmental knowledge exchange
- JobRad (company bike program)
- Public transport subsidy
- Other mobility benefits
- Welcome Week
- Structured onboarding
- Mentorship programs
About the Company
- We shape the society of tomorrow with digital solutions made for people with social relevance.
- Over 1,400 employees work in interdisciplinary teams at seven locations or flexibly from anywhere in Germany.
Equal Opportunity
- Diversity and equal opportunities are a matter of course.
- Applications from people with disabilities are expressly welcome.