Job
- Level
- Experienced
- Location
- Mannheim, Kiel
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
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.
Job Technologies
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.
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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.
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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.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Topics You Will Work On
Job Locations
About Your Employer
Stadtwerke Kiel AG
SWK is responsible for providing electricity, gas, water, and district heating to Kiel, the capital of Schleswig-Holstein, and the surrounding municipalities.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Food Products
Business Support Specialist Energy Industry
- Location
- Mannheim, Kiel
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
