Technischer Business Analyst im Kundenservice (m/w/d)

About Us

We are CREALOGIX, a leading provider of digital banking and financial technology solutions and part of the Vencora Group. We offer services and products that help organizations improve the digital customer experience and provide innovative solutions for their customers – and have been doing so for over 25 years. With a team of 380 dedicated employees, we are driving digitalization in the financial industry.

Your Role

In this position, you will be the central point of contact for our external customers in 1st and 2nd level support – and at the same time actively shape the further development of our support processes. You combine technical understanding with high service orientation and ensure that requests are not only resolved but also sustainably improved. As an interface between the customer and 3rd level support, you take responsibility for transparency, quality, and efficiency in the ticket process. You will identify optimization potential early on, contribute improvement suggestions, and help to continuously develop our service and support standards. In a demanding, regulated environment, you will thus make a decisive contribution to the stability of our solutions and the long-term satisfaction of our customers.

The position is to be filled as soon as possible at one of our locations in Stuttgart, Jever, or Coburg. There is also the possibility to work from home within Germany.

Qualifications

• Completed studies (e.g., Business Informatics, Business Administration with IT focus) or an IT-related apprenticeship – alternatively, a comparable qualification with a strong affinity for software products
• Professional experience in IT support or application environment required
• Experience with web and portal solutions as well as a good technical understanding of digital applications
• Knowledge of JSON and XML, and ideally experience in analyzing log files and simple SQL select queries
• Practical experience in direct customer contact, ideally in the banking sector or in a regulated environment
• Technical curiosity, e.g., in dealing with low-code platforms, as well as a structured, analytical, and solution-oriented approach
• Proactive, team-oriented personality with strong service orientation and very good German (C1 level) and English skills (B1)

Your Tasks

• You will provide professional support to our external customers in 1st and 2nd level support, ensuring high service and solution quality
• You will analyze and categorize incoming requests in a structured manner, perform qualified initial analyses, and precisely document all relevant information in our ticketing system
• You will keep an eye on agreed Service Level Agreements (SLAs) and ensure timely and prioritized processing
• You will prepare tickets in a structured way for 3rd level support and ensure efficient problem-solving through complete and comprehensible information transfer
• You will communicate proactively and transparently with our customers, ensuring continuous information about the current processing status
• You will plan and moderate regular meetings with our customers regarding open tickets, service quality, and optimization potential

We Offer

• 30 days of vacation entitlement
• Possibility of unpaid leave
• Guaranteed special leave on New Year's Eve
• Further training and development opportunities
• TicketPlusCard with monthly credit
• Company pension plan (20% employer contribution to direct insurance)
• Employer-funded support fund
• JobRad leasing
• Group accident insurance
• Location-specific team events
• Corporate Benefits (employee discounts)
• Flexible working hours (service hours in this position 08:00-17:00)