You assume the technical and operational responsibility for the ITSM processes of the ZITiS by taking the roles of incident, service request and problem managers. You will ensure complete documentation of support requests and their solution. You support the further development and optimization of ITSM tools to improve support processes and increase user-friendliness. You coordinate the IT support team during the processing of the incidents across all process steps. You carry out internal and external training on the ITSM processes, as required.

completed studies (Bachelor/Diplom FH or an equivalent state vocational academy) in the field of computer science, information technology, business informatics or a comparable scientific or technical discipline with at least three years of practical experience or other employees (w/m/d) who perform corresponding activities due to equivalent skills and experience well-founded knowledge in IT service management (e.g. ITIL), proven by certification at least 3 years of experience in incident, service request and problem management Experience in building and maintaining operational, support and process documentation Experience with ITSM tools (e.g. Jira Service Management, ServiceNow) at least 3 years of experience in the professional management of service desk and support teams Experience in escalation and stakeholder management very good knowledge of German and good English in word and writing (good = B2, very good = C1) OF PRESENT: deepened knowledge in the field of product lifecycle management at least 2 years of experience in managing external service providers Knowledge of BPMN Knowledge of the BSI IT basic protection and the BMI classified information Your own initiative, problem-solving competence and decision-making are your strengths

Tariff employment in the E 12 TvöD group (depending on professional experience about 56.962 Euro to approx. 89.012 Euro gross annual full-time) ZITiS allowance of up to 2,400 euros gross annually in full time Supplement of skilled workers up to 12,000 euros gross annually, for a period of five years at the beginning Annual special payment in EG 12 TvöD Covenant of 90 % gross of the monthly total remuneration when fulfilling the conditions Our Benefits: Home Office Core-time-free working time no dress code technical equipment Grant for the Deutschlandticket and much more... SPECIAL NOTICE: After an individual installation phase at the place of service and in the presence of personal and service requirements, the activity can be exercised partially remotely. The office is Dachau or can be Neubiberg from 2032. We meet the pre-selection for the interview on the basis of mandatory qualifications. Depending on the applicant's situation, we reserve the right to include the advantageous requirements in the pre-selection. After the interview, the selection committee forms a ranking that is crucial for the assignment of the job. For us counts skills, not gender, age, religion, identity or origin. We are particularly pleased with women's applications, as we currently work fewer women than we wish. Hardly disabled people and those liked are preferably taken into account with the same suitability. Only a minimum of physical fitness is required for the activity. In accordance with the Security Audit Act (SÜG), a safety review of step 3 shall be carried out for the intended safety-sensitive activity (§ 10 SÜG). This may not have the result that there is a safety risk that is contrary to the safety-sensitive activity (§ 14 SÜG). .