IT Expert (Collaboration & IT Service Management) Nxcn-1409

NAXCON GmbH, headquartered in Weil am Rhein with additional offices, including Stuttgart, is one of Germany's leading engineering and IT service providers.

Our experts possess extensive expertise in software and hardware development, modern electronics, and cutting-edge technologies such as Artificial Intelligence (AI).

In addition to delivering high-quality engineering solutions for our customers, we are passionate about driving our own innovation projects as well as research and development activities. Renowned companies from a wide range of industries place their trust in our expertise, reflecting the outstanding knowledge, professionalism, and commitment of our engineers.

Position: IT Expert (Collaboration & IT Service Management)

Location: München / Bonn / Meckenheim (You can choose one of the locations)

Type: Full-time/%50 Remote

Position Overview

We are seeking an experienced IT Expert specializing in Collaboration Solutions and IT Service Management to support the development, integration, operation, and continuous improvement of complex enterprise IT collaboration services.

The position focuses on supporting large-scale collaboration environments with 10,000 or more users, ensuring efficient IT service operations, structured reporting, process optimization, and effective coordination across technical and business teams.

The successful candidate will work closely with management, technical specialists, and internal stakeholders to analyze operational challenges, develop solutions, manage service documentation, and support employee and external service provider onboarding and offboarding.

The role requires strong expertise in ITIL-based Service Management, Jira, Confluence, Agile Methodologies, Reporting, and Enterprise Collaboration Tools.

Key Responsibilities

• Support management and technical teams in identifying, analyzing, and resolving complex IT service and operational challenges.
• Independently analyze technical and organizational requirements and develop appropriate implementation strategies.
• Prepare solution proposals and recommendations for complex IT-related tasks.
• Support the planning, implementation, and monitoring of continuous improvement initiatives.
• Create, review, update, and maintain IT service documentation, operational procedures, and checklists.
• Independently coordinate, execute, and document employee and external service provider onboarding and offboarding activities.
• Prepare reports, statistics, and operational analyses using Microsoft Excel.
• Develop professional presentations and management reports using Microsoft PowerPoint.
• Maintain and update relevant databases and structured information repositories.
• Create, maintain, and optimize management dashboards and reports in Jira and Confluence.
• Use Jira Query Language (JQL), Jira macros, Confluence tables, and reporting functionalities to analyze operational data.
• Support IT service management activities across large-scale enterprise collaboration environments.
• Monitor service-related issues, identify improvement opportunities, and propose corrective measures.
• Coordinate activities across technical teams, service owners, management, and external stakeholders.
• Support the implementation of IT service design requirements, information security standards, and data protection measures.
• Contribute to the development and continuous optimization of standardized, reusable collaboration services.
• Apply structured, independent, service-oriented, and solution-focused working methods.

Requirements

Education & Professional Qualifications

• Completed bachelor's degree in Computer Science, Information Technology, Business Informatics, or a comparable IT-related discipline.
• Alternatively, completed recognized vocational training in an IT-related profession.
• Candidates without a formal IT qualification must demonstrate at least 5 years of relevant professional experience in an IT environment.
• Strong understanding of enterprise IT operations, service management, and collaboration platforms.
• Experience supporting complex IT services in large organizations.

IT Service Management Qualification

• ITIL Foundation certification (Version 3 or higher).
• Practical understanding of ITIL-based IT Service Management processes.
• Relevant certifications, training records, employment references, or documented project experience may be accepted as supporting evidence.

Jira & Confluence Expertise

Strong practical knowledge of Jira and Confluence, including:

• Confluence platform administration and content management.
• Jira–Confluence integration and connectivity.
• Confluence standard macros and table functionalities.
• Jira macros and embedded reporting.
• Jira Query Language (JQL).
• Creation and maintenance of dashboards, reports, and management documentation.
• Structured tracking and analysis of project tasks, service activities, and operational information.

Relevant qualifications may include:

• Atlassian Certified Associate (ACA).
• Atlassian Certified Professional (ACP).
• Equivalent certifications or demonstrable professional experience.

Project Management & Agile Methodologies

• Good knowledge of traditional and agile project management methodologies.
• Practical experience with Scrum, Kanban, DevOps, or comparable agile working methods.
• Ability to coordinate tasks, monitor progress, and contribute to process improvement initiatives.
• Relevant training or qualifications in Scrum, Kanban, or PRINCE2 Foundation are advantageous.
• Evidence may be provided through certifications, training participation, or relevant professional experience.

Technical Skills & Tools

• Jira and Confluence.
• Microsoft Office, particularly Excel and PowerPoint.
• Microsoft SharePoint.
• SAP and comparable enterprise applications.
• IBM Maximo or similar enterprise management tools.
• Database maintenance and structured data management.
• IT service reporting, statistical analysis, and dashboard development.
• IT service documentation and process optimization.
• Employee onboarding and offboarding coordination.
• Enterprise collaboration platforms and IT service environments.

Professional Experience Requirements

1. IT Operations & Service Management

Minimum 5 years of professional experience.

Candidates must demonstrate:

• Practical experience in IT Operations and IT Service Management.
• Experience supporting collaboration solutions serving at least 10,000 users.
• Understanding of large-scale enterprise collaboration environments.
• Experience coordinating operational activities and service-related processes.

2. Reporting & Problem Analysis

Minimum 4 years of professional experience.

Required experience includes:

• Preparing operational reports and management information.
• Analyzing technical and organizational problems within assigned areas of responsibility.
• Developing solution proposals and improvement measures.
• Monitoring operational performance and identifying recurring issues.

3. Enterprise IT Tools

Minimum 5 years of professional experience.

Candidates must demonstrate practical user experience with enterprise IT applications, such as:

• Microsoft Office.
• Microsoft SharePoint.
• SAP.
• IBM Maximo or comparable systems.

Experience maintaining structured data, preparing reports, and supporting operational workflows is required.

4. Jira, Confluence & Agile Working Methods

Minimum 3 years of professional experience.

Required experience includes:

• Working with Jira and Confluence in professional IT environments.
• Using agile methodologies, such as Scrum.
• Managing and tracking operational activities and tasks.
• Preparing dashboards, reports, and structured documentation.
• Utilizing Jira and Confluence functionalities to support collaboration and reporting.

5. Personnel Onboarding & Offboarding

Minimum 2 years of professional experience.

Candidates must demonstrate:

• Practical involvement in employee and external service provider onboarding and offboarding.
• Coordination of relevant administrative and operational activities.
• Preparation and maintenance of onboarding and offboarding documentation.
• Ensuring structured and timely completion of required procedures.

The specified experience periods must represent continuous, substantial, and demonstrable professional activities rather than occasional or isolated assignments.

Language Requirements

• German: Minimum C1 (CEFR) – Mandatory
• English: Minimum B1 (CEFR) – Mandatory
• Strong written and verbal communication skills.
• Ability to explain technical and organizational topics clearly to different audiences.

Language proficiency must be supported by an appropriate certificate, employment reference, or accepted self-declaration. Formal proof is not required for native speakers.

Personal Competencies

• Excellent teamwork and collaboration skills.
• Professional and respectful communication.
• Strong verbal and written communication abilities.
• Analytical thinking and structured problem-solving skills.
• Ability to work independently and take responsibility for assigned activities.
• Service-oriented and solution-focused mindset.
• Strong organizational skills and attention to detail.
• Ability to prioritize and coordinate multiple tasks.
• Proactive approach to continuous improvement.
• Reliability, flexibility, and adaptability in complex IT environments.
• Strong stakeholder management and interpersonal skills.

Working Conditions

• Employment Type: Full-time.
• Remote Work: Approximately 50% of working time.
• Business Travel: Up to 8% of working time.
• Ability to work effectively in complex and security-sensitive enterprise IT environments.
• Compliance with applicable information security and data protection requirements.

Additional Requirements

Security & Compliance

• Candidates may be subject to project-specific security eligibility assessments.
• Nationality information must be provided where required for security-related eligibility checks.
• Compliance with applicable security regulations and project-specific restrictions is mandatory.
• Candidates must be willing to meet relevant confidentiality and information security requirements.

Required Application Documents

Candidates should provide:

• An up-to-date CV detailing relevant IT operations, collaboration, and service management experience.
• Evidence of an IT-related degree, recognized vocational qualification, or equivalent professional experience.
• ITIL Foundation certification or accepted equivalent evidence.
• Jira and Confluence qualifications or documented practical experience.
• Relevant agile project management training or certifications.
• Evidence of German C1 and English B1 proficiency.
• Employment references or project references supporting the required professional experience.
• Confirmation of availability for hybrid work and occasional business travel.

Project references should include:

• Industry or sector.
• Project title.
• Brief project description.
• Duration of involvement.
• Detailed description of responsibilities and activities performed.

Time-limited certificates must be valid at the time of submission. Equivalent evidence may be accepted where permitted and appropriately demonstrated.

Ideal Candidate Profile

The ideal candidate is an experienced IT Expert, Collaboration Service Specialist, or IT Service Management Professional with a strong background in large-scale enterprise collaboration environments.

They possess at least 5 years of experience in IT Operations and Service Management, ideally supporting collaboration solutions with 10,000 or more users.

The candidate demonstrates strong practical expertise in Jira, Confluence, JQL, ITIL, Microsoft Office, SharePoint, operational reporting, process optimization, and agile working methods.

They also have experience managing employee onboarding and offboarding activities, preparing management dashboards, maintaining service documentation, and coordinating complex operational tasks.

Excellent German communication skills, a structured and independent working style, and strong service orientation are essential for success in this role.

What we offer:

• International Working Environment: Join a diverse and multicultural team where people from different backgrounds and cultures collaborate to achieve outstanding results.
• German Language Development: Whether you are a beginner or an advanced speaker, we provide a supportive environment to help you improve your German language skills.
• Dedicated Point of Contact: You will have a personal contact within the company who will support and guide you throughout your employment.
• Professional Growth: Our engineers have the opportunity to work on exciting projects across different industries, continuously expanding their expertise and developing new skills.
• Regular Team Events: We organize regular company events to strengthen team spirit, encourage collaboration, and create a positive working atmosphere.
• Competitive Compensation: We value our employees and offer an attractive compensation package that reflects your qualifications, experience, and performance.