Matrix42 Consultant Enterprise Service Desk & ITSM

Project overview

We are looking for an experienced Matrix42 Consultant (m/f/d) to support the implementation of a central ticketing system for various shared service areas of a company in the software industry.

The technical foundation with Matrix42 Enterprise Service Desk has already been implemented. Your task is to optimally adapt the software to the specific requirements of different internal specialist departments and to establish a lean ITIL framework.

Responsibilities

We expect:

This role offers the opportunity to help shape a complex service management project from the ground up and to support various business areas in digitizing their processes.

• Analysis and structuring of requirements from various shared service areas
• Customizing and configuration of Matrix42 Enterprise Service Desk
• Design and optimization of ticket workflows, service processes, and escalation mechanisms
• Definition and implementation of a practical ITIL-Light model
• Integration of Microsoft 365 services into the Matrix42 platform
• Development of department-specific solution concepts and service catalogs
• Documentation of all implemented configurations and process models
• Coordination with internal stakeholders and existing implementation partners
• Sound practical experience with Matrix42 Enterprise and Service Desk
• Good understanding of ITIL and IT Service Management (ITSM)
• Knowledge in the integration of Microsoft 365 interfaces
• Experience in implementation and customizing of enterprise solutions
• Ability to capture and implement department-specific requirements
• German or sufficient English

Project details

• Start: flexible
• Location: DE
• Languages: German