Technical Specialist (all genders)
Core
Provide technical support and optimize ITSM processes for public sector clients.
Role type
Technical Specialist (ITSM/Service Desk)
Builds
Stable, efficient, user-centered IT services for public Auftraggebende
Domain
Public sector IT / IT Service Management
Required skills
ITSM process management, incident/change/release management, ticketing systems, stakeholder management, process improvement, reporting
Preferred skills
ITIL framework, agile mindset, Jira/ServiceNow/OpenDesk experience
Technologies
Jira, ServiceNow, OpenDesk
Responsibilities
Resolve first-level support requests and document solutions, handle second-level incidents and escalate complex cases, maintain and update knowledge base, create monthly ticket reports, drive process improvements, align requirements with stakeholders and product management
Seniority
Mid-level, hands-on IC