IT Consultant (Customer Portals & Workflows)

Quick Facts

• Role: IT Consultant (Customer Portals & Workflows)

Description

Design and deliver customer portals, digital forms, workflows, and automations by translating customer processes into structured functional requirements. Own second-level support for complex cases using JIRA Service Management, including ticket documentation, root-cause analysis, and escalation. Maintain knowledge bases and support customer onboarding, user/access management, and training delivery.

Responsibilities

• Analyze customer processes and translate them into structured functional requirements

• Conceptualize and implement digital forms, workflows, and automations

• Perform functional handling of complex 2nd-level support requests (JIRA Service Management), ensuring complete and traceable ticket and solution documentation

• Analyze error causes, define workarounds, escalate to 3rd level, identify recurring issues, and derive improvement measures

• Maintain knowledge bases, FAQs, and documentation

• Support customer acquisition and onboarding, including user and authorization management

• Plan and conduct customer and internal training (online, hybrid, on-site)

Requirements

• Commercial, insurance, IT-related education or degree or equivalent qualification

• Experience in the insurance industry or as an IT Consultant, Business Analyst, or in 1st/2nd level support

• Good understanding of software applications and IT processes

• Ideally experience with ticketing systems, form platforms, user and authorization management, and web applications

• Structured, analytical, and solution-oriented approach

• Strong communication and customer service orientation

• German skills: C1 (English preferred)

• Teamwork, initiative, and responsibility

Benefits

• Flexible working hours and mobile work up to 50%

• Christmas and vacation pay

• Company benefits: employer-paid voluntary benefits and full-amount employer contributions (vermögenswirksame Leistungen)

• 30+ days of vacation

• Company supplementary health insurance and retirement savings

• eGym Wellpass

• Training area with modern fitness equipment

• Company bike leasing

• Access to a specialist doctor service

• Health days and an on-site company restaurant

• Free parking and free fruit and beverages for all employees