Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Hanover
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will be the main contact for E-Learning services and the mycampus platform, handling user requests, analyzing issues, and testing new features to enhance IT services.
Job Technologies
Your role in the team
- You are the point of contact for users of our e-learning services and the campus management platform mycampus (SAP-based) - via phone and email - and assist with inquiries until they are resolved.
- You are involved in the development and expansion of a new support department and actively shape its processes as well as the (further) development of our online services.
- You are responsible for the coordinated handling of inquiries across all escalation levels (primarily in First-Level, but also in collaboration with Second- and Third-Level) - as needed, in communication with other teams, departments, and facilities of the university.
- They analyze potential sources of errors, document issues, and initiate their resolution.
- After the onboarding phase, you independently test new functionalities and contribute to the adaptation of web-based interfaces to continuously improve the usability of IT services.
- You are the point of contact for our student assistants, whom you guide and train.
- They ensure comprehensible application documentation and training materials, thereby supporting staff in technical and administrative roles, educators, examiners, and students.
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Our expectations of you
Education
- The prerequisite for employment is a successfully completed university degree, preferably in an information technology or a comparable field.
- Experience with the processes at Leibniz University Hannover is advantageous, as well as experience with a ticket or service desk system (e.g., KIX, OTRS, Jira Service Management), basic knowledge of GDPR in handling user data, initial experience in conducting software training, and in guiding and onboarding (student) assistants.
Qualifications
- The ability to understand complex technical issues after onboarding and to recognize connections between systems and potential sources of errors.
- Negotiation-level German skills (at least C1) as well as very good spoken and written English skills.
- You work in a results-oriented and independent manner, communicate appreciatively, and possess a high level of team skills.
- You experience the dynamic and rapid development of topics and tasks in your work environment as a motivation, and you are intrinsically motivated to actively shape workflows in your area and in collaboration with other stakeholders.
Experience
- Proven professional experience in IT application support with structured escalation logic (First/Second/Third Level).
- Verifiable practical experience with a campus management system (e.g., SAP-based / SLcM, HISinOne) and/or a learning management system (e.g., ILIAS, Stud.IP).
- Experience with the daily operations and responsibilities within the framework of the Student Life Cycle at a university.
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What we offer
- Leibniz University Hannover is committed to equal opportunities and diversity.
- The goal is to harness everyone's potential and create opportunities.
- We therefore welcome applications from all interested parties regardless of their gender, nationality, ethnic origin, religion or worldview, disability, age, sexual orientation, and gender identity.
- We aim for an even distribution of employees and the reduction of underrepresentation in accordance with the Lower Saxony Equality Act (NGG).
- Therefore, we welcome applications from women for the above-mentioned position.
- People with a severe disability are given preference if they have the same qualifications.
- With more than 5,000 employees, Leibniz University Hannover is one of the largest and most attractive employers in the Hanover region.
- We offer an exciting interdisciplinary and international work environment and promote the personal and professional development of (interdisciplinary) skills up to leadership competencies as well as languages.
- We rely on family-friendly and flexible working time models.
- Part-time, mobile working, and home office are possible by arrangement.
- We support the reconciliation of family and work through services such as emergency childcare and holiday care, as well as parent-child offices, and provide individual consulting on family and caregiving responsibilities.
- For the health and well-being of our employees, we offer a comprehensive sports program with over 100 sports, a fitness studio including a sauna, and a climbing hall.
- The goal of health management is to ensure a healthy workplace, for example through courses on stress management, healthy eating, and relaxation.
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Benefits
Work-Life-Integration
Topics that you deal with on the job
Job Locations
This is your employer
Leibniz Universität Hannover
The "Höhere Gewerbeschule zu Hannover" was founded in 1831 with just 64 students by Karl Karmarsch and is today, thanks to more than 25,000 students interested in the natural and engineering sciences, the humanities and social sciences as well as law and economics, one of the recognized university.
Description
- Founding year
- 1831
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Education System
IT support in campus management
- Location
- Hanover
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
