The University of Ulm with approx. 10,000 students offer a variety of professional tasks in a highly innovative research, teaching and work environment, as well as a variety of possibilities to arrange work and family. For the Communications and Information Centre (kiz) Service Management & Organization we are looking for one Senior Consultant (m/w/d)

Volume: Full time Time limit: unlimited Remuneration: TV-L EC 8 Start: at the next time With about 140 employees, kiz is the second largest central institution of the University of Ulm and provides services in the areas of library, information technology and media for research, teaching, study and administration. The Service Management & Organisation department is responsible for the service management, organization of business processes and management tasks in kiz. It works as a real cross-sectional area closely with all other departments of kiz and with the Central University Administration. It awaits you an exciting and varied position with independent tasks in the university area.

Consumption, collection and processing of customer requests via phone, email and online portals in our ticket system Classification, prioritization and documentation of tickets as well as independent processing of standard requests Analysis and elimination of IT interferences (Incidents) mean difficulty levels, possibly 2nd Level Support or Serviceowner Care and extension of the knowledge database: preparation of solutions, documentation and known errors Support in building, structuring and maintaining a chatbot-ready knowledge base for service support Technical participation in the integration, configuration and quality assurance of the AI chatbot and evaluation and optimization of its response quality Conducting tests, bug analysis and documentation related to chatbot, ticket system and support processes Administration of user data and permissions in Identity Management (IDM) as well as care of non-automatically managed identities Support and 2nd level support for IDM web frontend users Working with the interface administration and the continuous development of the service infrastructure (project-based)

Training as a specialist or comparable qualification Knowledge of modern Windows client systems, PC hardware and network technology (TCP/IP, DNS, DHCP) Experience in user support, ITIL-based service processes (Service Desk, Incident and Knowledge Management) and in handling ticket systems (e.g. KIX) Basic knowledge of script and programming languages (Perl, PHP, Java, C#) and in dealing with relational databases (PostgreSQL, MySQL) Safe in the use and maintenance of knowledge databases and documentation systems Very good German knowledge (C2) and good English knowledge in word and writing Teamability, independent operation and communication strength

Homeoffice / mobile work safe workplace Job ticket for public transport JobBike BW Remuneration according to TV-L with special payment according to collective agreement Disabled persons and persons treated in the same way are primarily employed if appropriate. For us count your knowledge, skills and strengths. Therefore, each person is independent of features such as e.g. B. Gender, age and origin or any Disability at the university welcome. Full-time jobs are generally participatory. .