As Hungary’s most attractive employer in 2025 (according to Randstad’s representative survey), Deutsche Telekom IT Solutions is a subsidiary of the Deutsche Telekom Group. The company provides a wide portfolio of IT and telecommunications services with more than 5300 employees. We have hundreds of large customers, corporations in Germany and in other European countries.
Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.
Job Description
You will be part of a newly established Identity & Health Operations Center supporting approximately 30 hospital groups across Germany. The center provides centralized operational services for identity, security, and infrastructure platforms in a highly regulated healthcare environment.
The scope includes 1st, 2nd, and 3rd level support, DevOps and configuration management activities, and the rollout and operation of ServiceNow as the central service management platform. A key focus of the project is the introduction of AI Operator technologies to improve automation, knowledge handling, and daily operational efficiency.
Your Responsibilities:
1st Level Service Desk & Operations
- Provide first-level support during regular office hours with participation in an on-call duty rotation
- Act as the first point of contact for incidents, service requests, and alerts
- Perform initial incident analysis, troubleshooting, and resolution
- Escalate complex issues to 2nd and 3rd level teams when required
- Create, update, and manage tickets in ServiceNow according to defined processes
- Ensure accurate documentation, categorization, and prioritization of tickets in ServiceNow
- Communicate clearly and professionally with customers
AI Trainer / AI Operator Support
- Support the training, improvement, and daily usage of AI Operator solutions
- Help structure and maintain knowledge articles, runbooks, and standard operating procedures in ServiceNow
- Support AI-assisted ticket handling, classification, and automation use cases
- Provide feedback to DevOps and engineering teams to optimize automation and AI workflows
- Assist in onboarding colleagues to AI-supported processes and tools
Technical Environment Support
- Basic troubleshooting and understanding of:
• Network technologies (routing, basic network flows)
• Firewalls and security-related concepts
• Windows and Linux systems
• Hypervisors (virtualization environments)
• Storage systems
- Support configuration changes and operational tasks following defined processes
Qualifications
- 1-3 years experience in a Service Desk/1st Level Support or IT Operations
- Strong B2 German language knowledge
- Experience with ServiceNow (basic ITSM experience)
- Knowledge of networking and Windows
Nice to Have:
- Hands-on experience with ServiceNow modules (Incident, Request, Problem, or Knowledge Management)
- English language knowledge
- Interest in AI-driven operations, automation, or knowledge management
- Previous exposure to healthcare IT or regulated environments
- Understanding of DevOps or configuration management concepts
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