Noch keine KI-Analyse
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Stellenbeschreibung
Start: 18.05.2026 | Duration: 4 months | Location: Lübeck
=== PROJECT DESCRIPTION ===
Process design & optimization: You analyze the existing processes in 1st and 2nd level support and transfer them into standardized, ITIL-based processes (incident, problem, change & request management).
Quality management: You define meaningful KPIs and SLAs that not only look good on paper, but noticeably increase service quality and user satisfaction.
Tool Ownership: You evaluate and optimize our ITSM tooling (e.g., ServiceNow, Jira Service Management, or Matrix42) to fully exploit automation potential.
Interface function: You act as a bridge between the specialist departments and IT, moderate workshops and ensure that the needs of the workforce are translated into technical solutions.
Reporting: Regular analysis of support performance and derivation of measures for continuous improvement (CSI).
=== SKILLS ===
• Experience: You have solid professional experience in IT service management or process management, ideally in a dynamic, growing environment.
• Methodology: You are proficient in the application of ITIL v4 (certification is an advantage) and have experience with agile methods (Scrum/Kanban).
• Analytical thinking: You love to break down complex problems and translate them into logical workflows.
• Strong communication skills: You see yourself as a change manager. You can convince stakeholders of innovations and empathetically guide colleagues through process changes.