Required skills
- IT Service Management
- ITIL
- Incident Management
- Change Management
- Service Desk
- Process Optimization
- Ticket Management
- ITSM
- Helpdesk
- IT Operations Management
- Service Delivery Management
- Generalist IT Understanding
Languages: German
Job description
A Senior Service Desk/Incident Management Specialist is sought to professionalize the service desk, establish ITIL-oriented processes, and actively support the project manager by taking on operational tasks. The role involves optimizing service desk operations and implementing ITIL processes within a large healthcare company.
Project overview
Initial Situation:
As part of the reorganization of the IT service management of a large company in the healthcare sector, an experienced Senior Service Desk / Incident Management Specialist is sought who will drive the professionalization of the service desk, establish ITIL-oriented processes, and actively relieve the project manager by independently taking on operational tasks.
Responsibilities
- Optimization and further development of the service desk
- Introduction and further development of ITIL-oriented ITSM processes
- Control and processing of incident management
- Support and optimization of change management
- Definition and further development of ticket classifications and service processes
- Analysis of existing tickets and identification of sustainable improvement measures
- Optimization of ticket management and associated processes
- Support of ongoing projects for the modernization of first and second-level support
- Collaboration with the project manager in the redesign of service processes
- Independent assumption of operational tasks to relieve the project manager
Requirements
Framework Data
- Several years of experience in IT Service Management (ITSM) and sound ITIL knowledge
- Experience in the design and optimization of service desk processes
- Sound practical experience in incident management and change management
- Experience in ticket analysis and process optimization
- Senior-level experience in large corporate environments or complex IT landscapes with at least 1,000 users
- Generalist IT understanding
- Very good German language skills
- Project start: 01.12.2026
- Duration: 12 months (until 01.12.2027), extension likely with good performance
- Utilization: 4 person-days per week
- Location: Greifswald
- Work model: Hybrid, approx. 3 days per week on-site, rest of the time remote
- Project language: German
Project details
- Start: 2026-12
- Duration: 12 Monate
- Remote: hybrid
- Location: Greifswald, Deutschland, DE
- Languages: German
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