Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Nuremberg
- Working Model
- Onsite
Job Summary
In this role, you analyze and prioritize error tickets in 2nd-level support, coordinate communication between users and specialist teams, and document all steps in a structured and comprehensible manner.
Job Technologies
Your role in the team
- As a central interface in 2nd-level support, you classify and prioritize error tickets, analyze issues, document measures, and keep track of responsibilities and processing progress.
- They consolidate information and stakeholders, initiate the next steps, and keep the overall process in view – without formal project management, but with a high level of responsibility for successful execution.
- You systematically accept incoming error tickets, analyze and prioritize them, and document all processing steps transparently and comprehensively.
- They support users in the tax offices in 2nd-level support in close collaboration with 3rd-level support.
- They organize incomplete or unclear error messages and prepare them for the relevant technical and IT teams.
- You manage error analysis and resolution through technical and professional support, the use of workarounds, the cleanup of affected cases, as well as the creation and evaluation of traces.
- They coordinate collaboration with the 3rd-level support, IT process management, production management, and the specialist departments.
- You create clear operational, error, and status information for different target groups.
- They create transparency and a solid basis for decision-making through classification, prioritization, and action recommendations.
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Our expectations of you
Education
- Completed university degree (FH diploma, Bachelor's) in the field of: Computer Science, Business or Administrative Informatics, Business Administration, or a comparable course of study.
Qualifications
- Very good German skills (spoken and written, at least level C1).
- Very strong IT user skills and a high level of technical affinity.
- The ability to quickly and independently grasp complex technical issues, analyze them in a structured manner, and document them in an understandable form.
- Knowledge of development methodologies and the software development process.
- Knowledge of ITIL processes, particularly in Incident, Problem, and Change Management.
- Very good analytical and conceptual skills as well as a solution-oriented working approach.
- Strong communication skills and willingness to communicate, convincing, confident, and friendly demeanor with assertiveness.
- Team spirit, planning and organizational skills.
- Flexibility, commitment, and resilience.
- In the first year of full-time employment to ensure the necessary onboarding, the assumption of coordination tasks, and the development of standardized processes.
Experience
- Alternatively, comparable skills and abilities acquired through relevant professional experience.
- Experience in project planning and project management or similar coordination tasks.
- Good knowledge of SQL and experience with relational databases, ideally ORACLE.
- Practical experience in IT support is advantageous.
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What we offer
- Remuneration according to TV-L.
- Secure job.
- Varied, future-oriented, and responsible scope of duties.
- Individual development opportunities.
- Flexible, family-friendly working time models (part-time employment, home office).
- Thorough onboarding.
- Supplementary pension scheme (additional VBL provision).
- Equal opportunities for all genders.
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Benefits
Work-Life-Integration
Job Locations
About Your Employer
Bayerisches Landesamt für Steuern
The Bavarian State Office for Taxes is a state authority of the Free State of Bavaria. It is the only central authority in the structure of the tax administration and thus the link between the Bavarian State Ministry of Finance and Home Affairs and the finance offices
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Public Service, Unions, Banking, Finance, Insurance
IT support staff
- Location
- Nuremberg
- Working Model
- Onsite
- Diversity
- Open for all genders
