Job
- Level
- Experienced
- Location
- Berlin
- Working Model
- Onsite
- Job Field
- Project
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you will manage user support for the special electronic attorney mailbox (beA), analyze the ticket inventory, and coordinate escalations to ensure smooth functionality.
Job Technologies
Your role in the team
- They manage and monitor the user support provided by an external service provider for the special electronic lawyer's mailbox (beA) and regularly coordinate with the support management of the service provider.
- They analyze the ticket volume and its development, particularly incidents, problems, and service requests, and derive actions and improvement needs from this.
- They review the service reporting, especially the service level reporting of the service provider, for plausibility and significance, analyze deviations from agreed service levels and key figures, and follow up on necessary measures.
- They coordinate escalations and liaise with the service provider and network partners on disruptions and cross-cutting issues.
- They oversee improvement measures and, in selected cases, serve as the contact person for the regional bar associations.
- To a lesser extent, you support the further development of suitable structures and tools for the internal IT support of the BRAK.
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Our expectations of you
Qualifications
- The operation and support of beA are based on ITIL V5; knowledge of the framework is therefore advantageous.
- Knowledge of AI-supported support solutions, especially voicebots, is also advantageous.
Experience
- You have practical experience in IT service or support management, are confident in handling ticket and service data, and are familiar with ticket management systems.
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What we offer
- A meaningful and diverse task: You contribute to ensuring that beA functions reliably as an important digital infrastructure of the rule of law.
- A small, qualified, and dedicated team with short communication channels.
- A permanent position with flexible working hours and a centrally located workplace in the heart of Berlin.
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Benefits
Work-Life-Integration
Topics You Will Work On
Job Locations
About Your Employer
Bundesrechtsanwaltskammer
Die Bundesrechtsanwaltskammer ist die Dachorganisation der anwaltlichen Selbstverwaltung. Sie vertritt die Interessen der 28 Rechtsanwaltskammern und damit der gesamten Anwaltschaft der Bundesrepublik Deutschland mit etwa 165.000 Rechtsanwältinnen und Rechtsanwälten gegenüber Behörden, Gerichten und Organisationen - auf nationaler, europäischer und internationaler Ebene.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Public Service, Unions, Law, Finance, Economics
Service Manager beA User Support
- Location
- Berlin
- Working Model
- Onsite
- Diversity
- Open for all genders
