Level: Senior

Job Field: IT, Support

Employment Type: Full Time

Contract Type: Permanent employment

Location: Grevenbroich

Working Model: Hybrid, Onsite

Job Summary

In this role, you will comprehensively support users in utilizing our software solutions, address technical inquiries, manage users and permissions, and actively contribute to improving our support processes.

Job Technologies

Your role in the team

In your role, you professionally support users of various clients in using our web-based platform and software solutions.
The areas of application range from M&A, integration, carve-out, and transformation programs to regulated and security-critical business processes.
You handle technical and application-related questions, support user and permission management, and ensure structured follow-up until resolution.
Depending on the client and project context, you will be involved in ongoing Application Support, in the development of new services, or in time-limited implementation and transformation phases.
You work closely with users, client managers, the GET service team, as well as product management, operations, and development.
At the same time, you help to make support knowledge accessible across customers, empower users, and continuously improve our service quality.
Central assumption, documentation, classification, and prioritization of service requests via email, Microsoft Teams, and other agreed channels.
Independent handling of standardized operational, navigation, and process questions as well as structured escalation of more complex issues.
Creation and maintenance of user profiles as well as support for roles, permissions, and project access issues within defined approval processes.
Follow-up on open inquiries and proactive, committed communication with international users and stakeholders.
Planning and supporting the onboarding of new users and key roles, as well as conducting concise remote onboarding sessions and Q&A sessions.
Creation and maintenance of FAQs, knowledge articles, quick guides, tutorials, and user-friendly change information.
Qualification and documentation of technical disruptions, including reproduction, handover, and follow-up.
Support with data quality and plausibility checks as well as follow-up on agreed corrections.
Participation in service monitoring and reporting, including request volume, processing status, service levels, and recurring causes.
Conversion of user feedback and supporter insights into concrete improvement and backlog proposals.
Participation in the development, standardization, and continuous improvement of cross-customer support and service processes.
Depending on the context of use, taking on selected operational PMO, rollout, or Customer Success tasks.

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Our expectations of you

Education

Completed degree in (Business) Informatics, Economics, Engineering or Natural Sciences, or a comparable professional qualification.

Qualifications

Proficient in web-based business applications, ticketing systems, and Microsoft 365, especially Outlook, Teams, Excel, and PowerPoint.
Strong analytical skills and the ability to quickly grasp and clearly communicate technical and professional matters.
Excellent spoken and written German and English skills, as well as confidence in communicating with international user groups.
High service orientation, reliability, initiative, and a structured, meticulous work approach.
Willingness to reliably collaborate within the team during the agreed service hours from Monday to Friday between 08:00 and 17:00 CET/CEST.

Experience

Several years of professional experience in Application Support, User Support, IT Service Management, Customer Support, or a comparable service-oriented role.
Experience in user, role, or permission management as well as in structured incident and escalation processes.

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What we offer

A responsible, cross-client role with diverse fields of activity and long-term prospects.
A structured onboarding to our software solutions, the respective customer processes, and our service model.
Collaboration within an experienced, interdisciplinary team with short decision-making paths.
Flexibility in the development of support processes, Knowledge Center, reporting, and user enablement.
Flexible work models with a high proportion of remote work; on-site appointments are scheduled by arrangement.
Individual development opportunities in the areas of Application Management, Service Management, Customer Success, Training, or PMO.
A long-term perspective in a growing consulting and software company with demanding clients and projects.
A corporate culture characterized by respect, trust, reliability, and collegiality.