Matrix42 Consultant – Enterprise Service Desk, ITSM ITIL Light

Project overview

For our client from the software industry, we are looking for a Matrix42 Consultant – Enterprise Service Desk, ITSM & ITIL Light to provide the following services:

Background

The client is currently implementing a central ticketing system for various shared services, including Marketing, HR, and other specialist departments. Matrix42 Enterprise with Service Desk has been acquired for this purpose.

The technical implementation is already underway. The challenge lies particularly in customizing the software and adapting it to the different internal processes of the specialist departments.

Additionally, a lean ITIL framework ("ITIL light") is to be introduced. An external service provider is already on board, but their budget is exhausted. Therefore, Foconis is seeking further support and comparable profiles.

Responsibilities

• Analyzing and structuring the requirements of various shared service areas (including HR, Marketing, and other internal services)
• Designing and implementing customization measures within Matrix42 Enterprise Service Desk
• Configuring and optimizing ticket workflows, service processes, and escalation mechanisms
• Defining and implementing a practical ITIL Light model for the client
• Integrating or connecting relevant Microsoft 365 services to the Matrix42 platform
• Developing solution concepts for department-specific processes and service catalogs
• Documenting the implemented configurations, workflows, and process models
• Coordinating solution approaches with internal stakeholders and existing implementation partners

Requirements

• German language skills, alternatively English is sufficient
• Experience with Microsoft 365 interfaces
• Basic to good ITIL understanding
• Knowledge in IT Service Management (ITSM)
• Experience in implementation and customization
• Sound practical experience with Matrix42 Enterprise / Service Desk
• Interface connection or integration into Microsoft 365
• Support in the introduction of ITIL light
• Configuration of workflows and ticket processes
• Recording and implementation of department-specific requirements
• Adaptation of the system to the processes of the various shared services (HR, Marketing, etc.)
• Customizing and configuration of Matrix42 Enterprise Service Desk

Project details

• Start: 2027-01
• Duration: 2 Monate
• Remote: remote
• Location: Hamburg, Deutschland, DE
• Languages: German