Employee First Level Support with ITIL Knowledge (m/w/d)

Heidelberg University Hospital (UKHD) is one of the most important medical centers in Germany and stands for the development of innovative diagnostics and therapies as well as their rapid implementation for the patient. With around 14,000 employees throughout the group in more than 50 clinical departments with more than 2,500 beds, approximately 80,000 patients are treated in full and in part-stationary terms and more than 1,000,000 patients outpatiently. Senior Account Manager (m/w/d) at the next possible time at the Center for Digitization and Information Technology for the Service IT department.

The Center for Digitization and Information Technology (ZDI) is the central institution responsible for the support and operation of the IT and the medical technology systems of the University Hospital Heidelberg and its subsidiaries. In a team with flat hierarchies, you can expect a challenging, technically current and growing working environment. We offer you a crisis-proof workplace, varied tasks with high self-responsibility, as well as a good reconciliation of family, leisure and work. We attach great importance to the continuing training of our employees - you can develop professionally and personally according to your talents. The Service IT department is the first contact for our users. The first level support in the hotline, but also through on-site service, is the main focus. The tasks of complex and ITIL processes are becoming increasingly important as digitalization progresses. Job ID: V000014612 Area of application: Centre for Digitization and Information Technology (ZDI) Location: Heidelberg Field of activity: IT Type of employment: Full-time (38,5 hours) Contract: TV-UK

Interface between the user and the second level by qualified forwarding of the customer requests/interferences in compliance with the specified guidelines and processes, thereby securing the ticket quality, processing and communication in the ZDI Establishment and further development of ITSM processes (incident, problem, change), both in the ITSM tool used and in practice, taking into account the ITIL framework and the service idea Active cooperation in projects in the ITSM, infrastructure and application environment, as well as user-specific consulting of doctors, as well as nursing staff and administrative staff Supporting users in troubleshooting, taking on solution or workaround finding independently – remote or on site including documentation in the ITSM Tool Matrix42

You have completed professional training and first professional experience in the field of first-level support with well-founded knowledge in current technologies You have good knowledge of the ITIL process map (ITIL Foundation certification desired), ideally you already have knowledge of the processes, methods and tools of a professional infrastructure operation in a corporate environment In addition to a pronounced service orientation and team capacity, it is an independent, independent, structured and result-oriented way of working. Very good knowledge of German, an intensive service orientation, skills of motivation, communication and enforcement skills complete your profile Experience in implementing projects and project coordination, e.g. to Prince2, are desirable

Target-oriented individual development and training opportunities Possibility of mobile work collective agreement remuneration, attractive occupational pension schemes 30 days off Continued: Jobticket (Germanyticket) Family-friendly work environment: cooperation on childcare, child-care allowance, counselling for employees with dependent family members Various health, prevention and sports offers Note: UKHD is subject to the provisions of the Infection Protection Act. Therefore, a valid measles immunity certificate is necessary for all persons employed in the UKHD.

The UKHD lives diversity and appreciates diversity.

Regardless of age, gender, sexual identity, disability, origin or religion, we offer all the same opportunities. If a gender is underrepresented in a specific area, we attach particular importance to counteract this imbalance. In the case of equal suitability, competence and professional performance, we give priority to people with severe disabilities when considering open positions. JOBV1_EN