Creating passion: your responsibilities
Roles & Responsibilities:
- Act as primary point of contact and trusted advisor for business units on Microsoft 365 (Teams, SharePoint, OneDrive, Outlook) and Atlassian (Jira, Confluence).
- Provide 1st- and 2nd-level application support via ticket, phone, Teams and on site, ensuring fast, user-friendly resolution within agreed service levels.
- Analyse business processes and advise on how to improve collaboration, document management, project tracking and knowledge sharing.
- Gather and assess business requirements in cooperation with Demand Management and translate them into practical, supportable solutions.
- Design user-facing solutions such as Teams and SharePoint structures, Jira projects, boards and workflows, and Confluence spaces and templates.
- Drive user adoption through training, onboarding, quick guides and a network of key users across business units.
- Analyse recurring requests and reduce support demand through FAQs, templates and self-service offerings.
- Communicate new features and changes to users in a clear, business-oriented way.
- Perform functional configuration (permissions, projects, workflows, templates) and coordinate technical changes with IT Operations and Cybersecurity.
- Escalate technical issues to internal administrators, vendors or partners and track them to resolution.
- Maintain user and solution documentation in Confluence and report on support performance and user satisfaction.
- Plan licensing, subscriptions, budgets, renewals, vendor relationships, contract performance and cost-optimization activities.
- Collaboration and alignment with corporate IT and participation in group-wide change boards
Contributing your strengths: your qualifications
Qualification and Education Requirements:
- Bachelor's degree in Information Technology, Business Information Systems or a related field, or a completed IT vocational training with equivalent experience.
- Certifications such as Microsoft MS-700 (Teams) or Atlassian Jira / Confluence certifications are an advantage.
- Fluent German and very good English.
Experience:
- Minimum 3 years of experience in application support, business consulting, or key-user management for Microsoft 365 and Atlassian (Jira & Confluence), along with more than 5 years of overall IT experience.
Proven experience in advising business stakeholders and translating requirements into practical solutions.
Experience in delivering user training and driving adoption of collaboration tools.
Knowledge of ITIL-based support processes; experience with Jira Service Management is a plus.
- Strong service orientation and the ability to explain technical topics in simple terms.
Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Shweta Chakrawarti.
One Passion. Many Opportunities.
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