Job
In this position, you consult clients on designing and optimizing ITSM processes, especially incident management, and conduct workshops and training to enhance service quality.
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Job technologies
Your role in the team
- Consulting our clients on the design and implementation of ITSM processes with a focus on Incident, Problem, and Major Incident Management.
- Design, implementation, and continuous optimization of incident management processes in accordance with ITIL best practices.
- Creation of process documentation, operating manuals, as well as SLA and OLA structures.
- Analysis of existing incident management processes and derivation of improvement measures, particularly regarding KPIs, escalation paths, as well as response and resolution times.
- Conducting workshops and training sessions for clients and internal teams.
- Support in the selection, configuration, and implementation of ITSM tools, such as ServiceNow or JIRA.
- Participation in tenders, proposal development, and presales activities.
- Technical contact person for our clients within the scope of ongoing projects and operational phases.
Our expectations of you
Education
- Successfully completed studies in Computer Science, Business Informatics, or a related field.
Qualifications
- ITIL Foundation certification; higher ITIL certification levels are advantageous.
- In-depth understanding of ITSM processes, particularly incident, problem, change, and service level management.
- Strong analytical skills and a structured way of working.
- Knowledge of regulatory frameworks, such as KRITIS, NIS2, or NISG.
- Excellent communication skills.
- Very good spoken and written German skills, at least at C1 level.
Experience
- Several years of professional experience in IT Service Management as well as proven experience in Incident Management.
- Experience in consulting or supporting clients in the ITSM environment.
- Practical experience with common ITSM tools such as ServiceNow, BMC Remedy, or JIRA.
- Experience in developing operational concepts and operating manuals.
- Project management experience.
What we offer
- A varied and responsible range of tasks, a collegial, team-oriented working environment, and all the benefits of a modern, forward-looking company.
- Our attractive benefits program includes, among other things:
Benefits
Health, fitness & fun
Job locations
About your employer
team Technology Management GmbH ist ein mittelständisches Beratungsunternehmen, das Planungs-, Beratungs- und Projektmanagementleistungen bei der Auswahl und Anwendung moderner Informations- und Kommunikationstechnologien erbringt. Schwerpunkt der Geschäftstätigkeit sind kritische Infrastrukturen wie Straße, Bahn, Energie und öffentliche Sicherheit.
- Established Company
- Onsite, Hybrid
- Internet, IT, Telecommunication
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