As a Senior Specialist for IT Service Operations, you will support users with Wiki & Knowledge Management solutions based on Atlassian Confluence. You will provide expert guidance to the user community and ensure the system is running stable and high performance. You will also support system optimization activities like reporting and application evaluations.
Responsibilities
Actively support users for Wiki & Knowledge Management solutions by responding to incidents, investigating application errors and troubleshooting issues
Analyze and reproduce issues for problem management, root cause analysis and corrective actions
Communicate and coordinate between the service desk, users, and 3rd level support, including external service provider
Support internal trainings and demos on best practices
Monitor and report on system and network, while conducting use case analysis
Support application life cycle activities by evaluation and quality assurance activities
Improve and automate user self-service via maintaining documentation
Requirements
You collaborate effectively across various boundaries and establish successful partnerships. Your efforts are concentrated on finding solutions that add value. Personally committed to addressing customer concerns, you prioritize their needs highly. You take pleasure in continuously developing your knowledge and skills, always striving for high quality in your daily work. Even under pressure, you stay solution-focused, open, and flexible.
You are best equipped for this task if you have:
An universitydegree in Informatics, Computer Science, Business Informatics, or similar
At least 3 years of experience in technical IT usersupport within an enterprise global environment
Proficient with Wiki applications such as Atlassian Confluence; familiarity with other solutions like Atlassian Jira or MS SharePoint is an advantage
Understanding of Service-Level-based IT support processes with respective systems (e.g., Remedy; ITIL)
Excellent communication, troubleshooting and problem-solving skills
Good technical skills in areas such as Oracle or MS SQL Databases, Windows Server, Azure DevOps
Knowledge in reporting solutions like Tableau or Business Objects is an advantage
Fluency in English, with basic German language skills considered a plus
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Functional
Always active
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
Preferences
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
Statistics
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
