Technical Business Analyst, Customer Service
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Job Description
Technical Business Analyst in customer service at CREALOGIX, enhancing digital banking solutions through customer support and process improvement.
Responsibilities:
- Provide professional support to our external customers in 1st- and 2nd-level support, ensuring high service and solution quality
- Analyze and categorize incoming requests in a structured manner, conduct qualified initial analyses, and document all relevant information accurately in our ticketing system
- Monitor agreed Service Level Agreements (SLAs) and ensure timely, prioritized processing
- Prepare tickets for 3rd-level support in a structured way and ensure efficient resolution by providing complete and traceable information
- Communicate proactively and transparently with our customers, providing continuous updates on the current status
- Plan and facilitate regular meetings with our customers regarding open tickets, service quality, and optimization opportunities
Requirements:
- University degree (e.g., Business Informatics, Business Administration with an IT focus) or an IT-related vocational qualification — or an equivalent qualification with a strong affinity for software products
- Professional experience in IT support or an application environment required
- Experience with web and portal solutions and a solid technical understanding of digital applications
- Knowledge of JSON and XML, and ideally experience analyzing log files and performing basic SQL SELECT queries
- Practical experience in direct customer contact, ideally in the banking sector or another regulated environment
- Technical curiosity, e.g., experience with low-code platforms, and a structured, analytical, solution-oriented working style
- Proactive, team-oriented personality with strong service orientation and very good German (C1) and English (B1) language skills
Benefits:
- 30 days of annual leave
- Option for unpaid leave
- Plus guaranteed special leave on New Year's Eve
- Training and development opportunities
- TicketPlusCard with monthly credit
- Company pension scheme (20% employer contribution to direct insurance)
- Employer-funded support fund
- JobRad leasing (company bike program)
- Group accident insurance
- Location-based team events
- Corporate Benefits (employee discounts)
- Flexible working hours (service hours for this position: 08:00–17:00)
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