Job
- Level
- Senior
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Montabaur
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you analyze complex incidents and service requests in the digital workplace, improve processes and documentation, and support IT service collaboration using Microsoft solutions.
Job Technologies
Your role in the team
- You can expect a balanced combination of challenging operational work and overarching professional development. About half of your time will be spent analyzing and handling complex incidents, service requests, and escalations in the Digital Workplace environment. The other half will be used to prepare technical topics, improve processes and documentation, and further develop collaboration between teams in IT Service. Based on this, you will evaluate courses of action and formulate well-founded recommendations for management.
- They ensure a structured, traceable, and service-oriented processing in the Matrix42 Service Portal.
- You identify bottlenecks, process deviations, and recurring disruptions, develop appropriate improvement measures, and support their implementation.
- You coordinate tasks and priorities with the management and reliably follow up on agreed-upon actions.
- You work closely with the other teams in the IT service and support the development and implementation of uniform processes, standards, and working methods. Furthermore, your topics are also cross-team, and you maintain equally close collaboration with external service providers.
- They identify and analyze relevant Key Performance Indicators (KPIs), derive measures to improve our services from them, and monitor their impact.
- You improve operational and process documentation as well as knowledge articles and pass on your knowledge in a structured manner to colleagues.
- They support Digital Workplace Services with Microsoft Intune and Microsoft 365 Apps and evaluate the use cases of Power Automate and Microsoft 365 Copilot.
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Our expectations of you
Education
- A completed relevant degree or a comparable qualification, combined with at least five years of relevant professional experience in the IT service or digital workplace environment, forms the basis of your expertise. Additionally, you bring solid practical experience in IT service and have sound knowledge of ITSM processes, with experience in handling complex incidents and escalations.
Qualifications
- You have the ability to present complex issues in an understandable manner, evaluate options for action, and formulate clear recommendations.
- You have very good German language skills and working proficiency in English.
- You ideally already possess ITIL knowledge or a corresponding certification.
Experience
- You have experience in technical coordination, independent responsibility for topics, or structured decision preparation.
- Ideally, you have experience with the Matrix42 Service Portal or a comparable ITSM system, knowledge of Microsoft Intune and Microsoft 365 apps, as well as experience with Power Automate or Microsoft 365 Copilot.
- You preferably also have knowledge in Endpoint, Asset, or Lifecycle Management and have experience working in a larger IT service environment with multiple teams and specialized IT interfaces.
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What we offer
- Our teams are the foundation of our company's success. As an employer, we offer you not only a secure job but also a future with diverse tasks and exciting projects.
- You can expect flat hierarchies, comprehensive transparency, and efficient decision-making processes.
- Benefit from a wide range of training sessions, e-learnings, and internal networks that promote both your personal and professional development.
- Take advantage of discounts on our products, corporate benefits, the JobRad option, asset-building benefits, company pension schemes, discounted Germany ticket, sports offers, and many other benefits.
- centrally located sites, flexibility through trust-based working hours, and the possibility to work remotely up to two days per week.
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Benefits
Food & Drink
Health, Fitness & Fun
Work-Life-Integration
Topics You Will Work On
Job Locations
About Your Employer
Drillisch AG
Als einer der großen netzunabhängigen Telekommunikationsanbieter setzt die Drillisch Online GmbH mit einem umfassenden und innovativen Portfolio an Dienstleistungen und Produkten aus dem Bereich mobiler Sprach- und Datenkommunikation regelmäßig neue Impulse am deutschen Mobilfunkmarkt.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
IT Service Specialist Digital Workplace
- Location
- Montabaur
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
