Ticketing System Experts
in minutes from over 15,000 CVs with the power of AIHire experts who set up ticket workflows, automate routing and escalation, and connect your support stack with Slack, email, and knowledge bases. Get fast, precise matching with vetted, available freelancers.
Meet FRATCH Experts who have recently used Ticketing System
Kristina Suchan
Last position:
Agile Transformation Coach – SAP Program (Freelance) at Sherpa X Digital Transformation SAP at Siemens
- Agile Transformation Coach within an SAP-driven End-to-End Lead-to-Cash program, supporting leadership and management teams in implementing and evolving the Sherpa Way of Working, strengthening Agile practices, role definitions and responsibility clarity (RACI), and delivery effectiveness
- Member of the leadership core team for the Way of Working, shaping and evolving agile operating models, challenging existing practices, and driving pragmatic, system-level improvements
- Conceptualized a Polarion-based Scrum Master dashboard as a single, role-based entry point for sprint status, dependencies, risks, and governance artefacts, reducing reporting overhead and improving transparency
- Provided targeted 1:1 coaching to the Master Scrum Master and Scrum Masters, strengthening leadership capability, role effectiveness, and support for team-specific challenges, including the redesign of Scrum Master syncs and collaboration formats
- Worked with teams and leadership on End-to-End Lead-to-Cash process analysis and documentation in SAP Signavio, supporting alignment, transparency, and a shared understanding of process expectations across teams
Vicenco Kenk
Last position:
ITSM Project Manager (self-employed)
Unified ITSM framework
- Definition of a company-wide ITSM target picture
- Introduction of a uniform service structure across all business units
SLA and OLA management
- Building a standardized SLA framework
- Definition of service classes (Business Critical, Standard, Low Priority)
- Introduction of OLAs between internal teams
- Building meaningful SLA reporting
- Definition of KPI and service dashboards for business units
Service portfolio management
- Definition of service descriptions
- If needed, preparing possible cost and service billing
Ticketing & processes
- Incident management
- Uniform ticket categories
- Standardized prioritization
- Escalation matrix
- Automations
- Self-service optimization
Request fulfillment
- Service catalog across all business units
- Approval workflows
Problem management
- Introduction of root cause analysis
- Known error database
- Problem review process
Complete asset management concept
- Hardware lifecycle management
- Software lifecycle management
- Leasing lifecycle
- Mobile device lifecycle
- Monitor lifecycle
- Phone lifecycle
Processes
- Procurement
- Goods receipt
- Inventory
- Assignment
- Return
- Disposal
- Leasing return Goal: single source of truth for all assets
CMDB design
- Definition of all configuration items:
- Workplace
- Notebooks
- Monitors
- Mobile phones
- Printers
Infrastructure
- Servers
- Firewalls
- Switches
- WLAN
- Storage
- Backup systems
Cloud
- Azure resources
- Microsoft 365
- SaaS services
Relationships
- User ↔ Asset
- Asset ↔ Service
- Service ↔ Infrastructure
- Location ↔ Asset
- Goal: make all service dependencies visible
Software asset & license management
- License management concept
- License balancing
- Compliance reporting
- Microsoft license management
- Adobe license management
- SaaS management
- Contract management
- Renewal management
Interfaces & automation Existing systems
- Workday
- Joiner
- Mover
- Leaver
TESMA
- Leasing data
- Contract data
Matrix42
- Asset synchronization
- User synchronization
Active Directory / Entra ID
- User management
Microsoft 365
- License assignment
- Group management
Dormakaba
Access processes
Lifecycle services
Monitoring platforms
- PRTG
- Palo Alto
- Cisco
Reporting & KPI framework
- Definition of a management dashboard
- KPIs
- Ticket volume
- SLA fulfillment
- MTTR
- First resolution rate
- Asset accuracy
- License compliance
- Change success rate
- Service availability
- Degree of automation
Network redesign support
- Governance
- Support of the network redesign from an ITSM point of view
- Definition of affected services
- Change management structure
- Communication concept
CMDB integration
- Recording of all network components
- Service mapping
- Dependency analysis
Validation of documentation and knowledge base articles
- Network documentation
- Operations documentation
- Standard changes
Monitoring & event management
- Target picture
- Central monitoring concept
- Event management process
- Alerting strategy
- Escalation model
Systems
Cisco
Palo Alto
Fortinet
Rubrik
Veeam
Matrix42
Azure
Microsoft 365 Automation
Ticket creation from monitoring
Escalations
Standard actions
Audit, compliance & information security
- ISO 27001 consulting
- TISAX consulting
- NIS2 preparation - consulting
- Audit-ready processes
- Documentation structure
- Evidence tracking in Matrix42
Roadmap
- 12-month roadmap
- Prioritization of all measures
- Quick wins
- Medium-term projects
- Long-term target picture
- Documentation
Yasin Yildiz
Last position:
Enterprise Architect at Bundesagentur für Arbeit
Task:
- Design and build a proof of concept (PoC) for a future-proof virtualization platform, taking secure system architectures into account
- Assess the current state of existing infrastructures and develop selection and evaluation criteria for the right OS virtualization platform
- Carry out the requirements analysis and then create and prioritize tickets in the ticket system
- Complete and continuously update a tool evaluation matrix based on PoC results
- Support team knowledge building through clear documentation of the approach and results in Confluence
- Enterprise analysis of existing hardware (creating different BoMs)
Technologies: Vmware, Vmware Aria Operations, Osism, Canonical OpenStack, FishOs, Linux, Terraform, Ansible, Confluence, Alma
Thorsten Matzner
Last position:
Odoo Implementer at N.N.
As project manager for the Odoo implementation at a small company, I was responsible for designing, implementing, and training a fully integrated CRM and accounting system. Through structured requirements analysis, precise data migration, and targeted change management, I was able to complete the rollout in just eight weeks. The project led to a significant reduction in manual tasks, faster business processes, and increased real-time transparency.
Main Responsibilities
Requirements analysis and process mapping Configuration of Odoo modules: CRM, Sales, and Accounting Data migration (Excel/CSV → Odoo) and quality control Creation of workflows, automated email rules, and dashboards Conducting training sessions and providing support after go-live Project coordination (budget, schedule, stakeholder communication)
Key Achievements
Full implementation of the Odoo suite within the set timeframe (8 weeks) 30% reduction in accounting time and 25% acceleration of the lead-to-sale flow 100% customer satisfaction after go-live, based on survey results Successful migration of 100% of existing master data without data loss Establishment of a sustainable support infrastructure (3-month post go-live support)
Impact
Improved decision-making through real-time dashboards and automated reports Increased efficiency and cost savings (≈ €8,000/month) Scalability for future growth (additional modules can be integrated seamlessly) Strengthened sales and finance departments through seamless process integration
This summary highlights how I created concrete and measurable value for the company through structured project work, technical expertise, and targeted training.
Arkadius Sikora
Last position:
AWS Pricing Platform / API & Integration Architecture at Porsche Digital
Development and evolutionary further development of a highly available, cloud-native microservice and integration architecture for dealer and retail processes in the Porsche Car Configurator.
Responsibilities
- Development of Java-/Kotlin-based backend, API, and integration components (Spring Boot)
- Integration of internal and external systems via REST/OpenAPI, GraphQL, Apache Kafka, and AWS SQS (synchronous and asynchronous)
- Implementation of stable, high-performance communication and data flows in a cloud-native platform architecture
- Processing of structured data formats (JSON, Protobuf, GraphQL schemas) based on existing API patterns
- Performance optimization of distributed microservices with reduced response times and higher operational stability
- Technical tests (unit, integration, and API tests) as well as error analysis in production-like environments
- AWS Infrastructure as Code with Terraform and AWS CDK
- CI/CD automation (build, test, and deployment pipelines) with GitHub Actions
- AI-supported feature implementation (GitHub Copilot Agent)
Label: Kotlin, Java 25, Spring Boot 4, Protobuf, TypeScript, AWS, Terraform, CDK, Apache Kafka, AWS SQS, REST/OpenAPI, GraphQL, JSON, PostgreSQL, Docker, GitHub Actions, Maven, Gradle, JUnit, Mockito, Testcontainers
Saqib Javed
Last position:
AI Developer / AI Engineer (Lead) at KOM4TEC GmbH
- Conceptual design and implementation of modular AI assistants for sales and business processes in the Microsoft ecosystem (Agentic AI, Copilot extensions)
- Frontend architecture and development with React + TypeScript for embedded chat and assistant surfaces (streaming UI, hooks, React Query, OpenAPI clients)
- Enterprise-level agent development: reusable skill/agent library, MCP server, review and compliance gates
- LLM integration into the user experience: Anthropic (Claude), OpenAI, tool use, RAG pipelines, prompt engineering, guardrails
- Architecture and code review consulting as well as mentoring in the AI development team
- Integration with Microsoft Graph, Power Platform, and Azure services
- Technologies: React, TypeScript, Anthropic Claude, OpenAI, MCP, RAG, Microsoft Graph, Power Platform, Azure
Manfred Böttcher
Last position:
Interim Manager Managing Director
- Optimization of business results and expansion of sales activities
- Responsible for personnel organization
- Introduction of a document management system (DMS)
- Introduction and optimization of the ERP, CMS and CRM landscape
- Introduction of digital signatures
- Increase in revenue, reduction in costs and increase in EBIT
Huy Nguyen
Last position:
Modern Workplace & Dynamics 365 Consultant at Thinformatics
- Administration and further development of the M365 environment including Teams, Exchange Online, Intune and SharePoint Online
- Development of dashboards for performance monitoring using Microsoft Power BI
- Implementation of user requirements and processes with low-code/no-code technologies (Power Apps, Power Automate)
- Use of Jira and Azure DevOps to plan and implement user stories in an agile project context
- Participation in daily stand-ups, sprint planning, sprint reviews and retrospectives as technical point of contact
- Planning and implementation of security policies using Azure Conditional Access and multi-factor authentication
- Configuration and deployment of clients and applications via MECM (SCCM) and Baramundi
Matthias Batz
Last position:
Windows Administrator at Telair GmbH
Windows Administrator, software deployment, user support, Azure / Entra administrator, hardware support, software packaging, defining and introducing processes
Tasks performed:
- Handling incidents, service requests & changes in the Matrix42 ticket system
- Handling / resolving incidents
- User creation / permissions
- Installation and patch management for Windows
- Permissions and license management in Entra
- Process improvement and documentation
Tools and methods used: Windows Server 2016 / 2019, Active Directory, Windows 11, Office 365, Azure / Entra, Ivanti, VMWare & ESX, Dell & Kyocera Minolta & Zeus hardware support
Mohamad Dib-Skhni
Last position:
DevOps Engineer & IT-Security-Architect at BMW Group
- Set up Azure Kubernetes clusters (AKS) with network policies, security groups, and RBAC
- Developed Terraform-based infrastructure as code for secure, reproducible deployments in the BMW Azure cloud
- Hardened CI/CD pipelines using Jenkins, SonarQube, Fortify SSC, and Contrast AST
- Integrated SAP BTP/Kyma and ServiceNow GRC
Vinod Goyal
Last position:
Freelancer: SAP MDG Consultant at Logistics service provider
- Support for one of the largest logistics service providers in handling ServiceNow tickets in the areas of SAP MDG, Business Partner (BP), customer and supplier master data
- Technical analysis and resolution of tickets through in-depth review of various database tables
- Creation and maintenance of accounting clerks in the system
- Deactivation of company codes using transports
- Carrying out mass changes with LSMW (Legacy System Migration Workbench)
Ali Feili
Last position:
IT System Engineer
- Administration and further development of Microsoft 365 environments (Exchange Online, Intune, SharePoint Online, Microsoft Teams, Entra ID, Azure)
- Administration of Windows server and client infrastructures, including user, group, and permission management
- Implementation / support of IT projects, cloud migrations, and infrastructure modernization
- Automation of administrative processes with PowerShell
- Introduction / installation of new systems in the company (CRM, DATEV)
- Collaboration with internal departments and external service providers to implement IT projects
- Management of Microsoft Intune (MDM/MAM), including device management as well as policy and software deployment
- Analysis and resolution of complex issues in 2nd- and 3rd-level support
- Creation of technical documentation and implementation of IT security policies
André Howe
Last position:
Linux IT Admin at ReiserST
- Development and maintenance of IT architectures with embedded Linux systems.
- Designing, implementing, and optimizing backend applications and script-based solutions.
- Analyzing and resolving issues, including troubleshooting and user support.
- Developing and implementing security concepts for cloud solutions.
- Administering networks (DHCP, DNS, NTP, VPN).
- Technologies: Linux, PowerShell, Bash, Python, Ansible, Kubernetes, GitLab CI.
- Methods: Kanban.
Peter Schordie
Last position:
SAP FI/CO/PSM consulting at Federal agency
- SAP ERP/ECC, SAP S/4 HANA
- Analysis and documentation of customizing for SAP FI/CO, PSM, PSCD
- Analysis, consulting, and documentation of S/4 HANA apps for defining and executing statutory reports
- Clarification of prerequisites for using the S/4 HANA apps to define and execute statutory reports
- Analysis and documentation of customizing for in-house developments
- Consulting on integration of SAP FI/CO as well as PSM, PSM-FM (budget management), contract accounts receivable and payable (PSCD)
- Consulting and documentation of customizing adjustments in SAP FI/CO, PSM, PSM-FM, PSCD for the introduction of new company codes and other organizational structures
- Consulting and documentation of necessary process adjustments
Pia Hopfner
Last position:
Marketing for SAP solutions at AEB SE
- Go-to-market and campaigns for SAP-related software solutions from positioning to execution.
- Buyer’s guides and sales tools,
- DACH and UK including tracking and attribution,
- Selection and management of the performance agency,
- Content concept for the DSAG Annual Congress trade fair booth,
- quality assurance of SAP-related content.
- Evaluation of two marketing platforms as a decision basis for management, implementation in HubSpot.
Discover over 15,000 top freelancers
Statistics of experts using Ticketing System
Aggregated from the professional profiles of matched freelancers.
Experience
21 years
Position duration
2.9 years
Positions per freelancer
14
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Manufacturing, Professional Services
Certification focus areas
Information Technology, Project Management, Human Resources
Bachelor's degree or higher
69%
Master's degree or higher
33%
Doctorate
4%
Certifications per freelancer
3
Most common languages
German, English, French
Speak two or more languages
96%
Based on our profile pool as of 6 Sep 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates of experts using Ticketing System
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 6 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the technology
What it covers
A ticketing system captures support requests, incidents, changes, and internal tasks in one tracked workflow. It gives teams a clear queue, ownership, status history, and service records. Common tools include Zendesk, Jira Service Management, Freshservice, and ServiceNow.
Where it fits
It is used for customer support, IT service management, facilities requests, and internal operations. Strong setups reduce missed requests and make handoffs predictable.
- Incident and request intake
- Routing and escalation rules
- SLA and queue design
- Knowledge base and self-service
- Reporting and audit trails
What specialists deliver
Ticketing system specialists shape categories, forms, statuses, automations, macros, and permissions. They also connect email, chat, phone, identity tools, and monitoring alerts so tickets start with useful context. Good work keeps agents, approvers, and requesters aligned.
When companies bring them in
Teams usually need freelance help during a new rollout, a platform migration, or a cleanup of messy queues and duplicate workflows. They also bring in specialists when response times slip or when a support team needs better reporting and ownership.
- New implementation or redesign
- Zendesk, Jira Service Management, or ServiceNow migration
- Workflow and SLA tuning
- Integrations with CRM, chat, or monitoring
- Process cleanup after growth
Skills that matter
Strong professionals understand support operations, not just configuration screens. They know how to map real request patterns to forms, automation, permissions, and dashboards without creating noise. Clear documentation and careful testing are part of the job.
Good results look like
A well-run ticketing system makes requests easy to submit and fast to route. It gives managers usable data, while agents spend less time sorting and more time resolving. For companies in fast-moving teams, that often matters more than adding more features.
Frequently asked questions
Need clarity? These are the questions we hear most often about Ticketing System.
A ticketing system is used to capture, track, and resolve requests in a structured way. Companies use it for customer support, IT incidents, internal service requests, approvals, and follow-up tasks. It keeps ownership, status, and history in one place.
A ticketing system is built around queues, statuses, SLAs, routing, and audit trails. A CRM focuses on customer records and sales activity, while an inbox workflow usually lacks durable ownership and reporting. If your team needs repeatable handling and clear escalation, ticketing is the better fit.
The first names that come up are Zendesk, Jira Service Management, Freshservice, and ServiceNow. The right choice depends on whether the team is handling customer support, IT service requests, or both. A good specialist can work across setup, integration, and process design in these tools.
A strong ticketing system specialist should understand support processes, workflow design, permissions, automation, and reporting. Helpful adjacent skills include email routing, API integrations, knowledge base structure, and basic data cleanup. For IT teams, familiarity with incident and change processes is also valuable.
A ticketing system project can be simple or complex depending on the number of queues, integrations, and approval steps. A basic setup may need only one specialist, while a migration or global support model needs someone who has handled permissions, automation, and reporting carefully. The key is relevant delivery, not a long resume.
Yes, most ticketing system work can be done remotely because setup, workflow design, and testing happen in the tool and in shared documents. On-site time helps when a company wants workshops with support, IT, or operations teams. In many cases, a short discovery session is enough to start remotely.
Look for a ticketing system specialist who asks about request types, ownership rules, escalation paths, and reporting before changing anything. Good signs include clear documentation, sensible defaults, and a setup that matches real work instead of adding complexity. Ask for examples of migrations, workflow redesign, or SLA tuning.
If requests are getting lost, escalations are inconsistent, or reporting does not match what managers see day to day, your ticketing system likely needs expert attention. Other signs are messy categories, duplicate queues, and too many manual handoffs. Those issues usually point to workflow design, not just user training.
The average hourly rate of freelancers who have used Ticketing System in their recent projects is 96 €, which corresponds to a daily rate of about 766 € based on an 8-hour working day.
Of the freelancers who have used Ticketing System in their recent projects, 69% hold at least a Bachelor's degree, 33% hold at least a Master's degree, and 4% hold a doctorate.
On average, freelancers who have used Ticketing System in their recent projects have 21 years of professional experience, with a single engagement typically lasting around 2.9 years.
The most common languages among freelancers who have used Ticketing System in their recent projects are German (100%), English (94%), and French (18%).
The most common industries among freelancers who have used Ticketing System in their recent projects are Information Technology (89%), Manufacturing (53%), and Professional Services (51%).
The most common business areas among freelancers who have used Ticketing System in their recent projects are Information Technology (91%), Project Management (75%), and Operations (70%).
Main locations of FRATCH Experts, who have recently used Ticketing System
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
Berlin 
Hamburg 
Munich 
Cologne 
Frankfurt Request a free demo
Get in touch with the FRATCH team and we will get back to you within 4 hours.
Would you rather directly get in touch?
We always have the time for a call or email!
Philipp Thomaschewski
FRATCH CEO
