Job
In this job, you handle incidents in the ERP system kVASy, assess errors, and qualify tickets for effective resolution and improvement of processes in the energy sector.
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Your role in the team
- Acceptance, recording, and documentation of fault reports and service requests from the departments regarding the ERP system kVASy.
- Initial assessment, prioritization, and assignment of the error class according to the applicable Service Level.
- Qualification of reports: Reproduction of the error pattern, completeness and plausibility check, differentiation between application, data, and software errors, as well as cross-tenant review for collective errors.
- Creation, maintenance, and tracking of tickets in the SIV.AG support portal as an authorized entity; providing requested information until the ticket is closed.
- Creating dashboards for ticket volume, analysis, and monitoring of ticket inflow.
- Identify recurring error patterns and derive improvement suggestions for the subject matter experts.
- Management and organization of regular meetings with the service provider regarding error escalations and change requests.
- Decision on error class and priority within the scope of the Service Level agreements.
- Authority to create and communicate tickets with SIV.AG.
Our expectations of you
Education
- Successfully completed commercial or technical vocational training, e.g., Industrial Clerk (m/f/d) or IT Specialist (m/f/d) System Integration, with relevant additional qualification in the energy industry, IT, or a comparable qualification.
Qualifications
- Good knowledge of energy industry business processes, especially market communication, grid billing, and regulatory processes.
- Proficient in ERP- and ticketing systems, ideally kVASy (SIV.AG), as well as common support tools.
- Excellent MS Office skills, especially in Excel and PowerPoint.
- Strong analytical skills as well as a structured, self-reliant way of working.
- High service orientation, strong communication skills, and assertiveness.
Experience
- Experience in end-user support, helpdesk, or as a key user of an ERP system is desirable.
What we offer
- Opportunity for hybrid work - You have a modern, fully equipped workplace with us but still have the option to work from home occasionally.
- Attractive employment contract with a non-tariff-based salary.
- Opportunity for further education and training.
- Flexible working time models.
- Good transport connections. Bus and train stations nearby, free parking on the company premises, and the option of bike leasing through JobRad.
Benefits
Work-Life-Integration
Health, fitness & fun
Topics you will work on
Job locations
About your employer
SWK is responsible for providing electricity, gas, water, and district heating to Kiel, the capital of Schleswig-Holstein, and the surrounding municipalities.
- 250+ Employees
- Established Company
- Hybrid, Onsite
- Food Products
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