Ticketing System Experts in Munich
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Meet FRATCH Experts in Munich, who have recently used Ticketing System
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
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
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.
Jasmina Stanojevic
Last position:
Recruitment Consultant at Freelancer
- Active sourcing
- Briefing meetings with hiring managers and departments
- Building and managing the candidate pool
- Writing and posting job ads
- Conducting interviews
- Handling the hiring process from identifying staffing needs to successful placement
Christel Thiel
Last position:
Project Management and Controlling at WTS Group AG
- Leading international tax consultancy with 14 locations in Germany
- Property tax reform project with eight project streams
- Independent project management and control of client projects
- Sole responsibility for ensuring project success and making decisions
- Tracking open to-dos
- Risk management according to MaRisk
- Reporting, creating status slides and project documentation
- Designing an Excel matrix for consolidation match (advanced) of customer data
- Moderation of video conferences
- Project controlling
- Use of MS Teams, MS Office 365, and Excel
- Working according to ITILv3 and agile methods
Kay Gronegger
Last position:
Head of Aftermarket Sales (Interim) at INFRAFIBRE Germany GmbH
- Holistic responsibility for B2C aftermarket sales and ensuring achievement of all sales targets
- Project planning, project management and stakeholder management between construction, sales and marketing departments
- Development and implementation of data-based analyses to optimize sales strategies and aftermarket processes
- Disciplinary leadership of the internal sales team with focus on integrating D2D, retail and other sales channels
- Planning, conducting and moderating info events (virtual and in-person) and managing key contacts and multipliers
Elisabeth Lauer-Seele
Last position:
SAP Consultant at Lufthansa Technik
- Clean up SODs
- SAP checks for audits
Susanne Knoth
Last position:
Interim HR Business Partner & Generalist at Freelance
- HR advisory support for animal clinics and veterinary practices
- Ensuring (labor law) compliant implementation of measures in cooperation with the sites
- Clarifying labor law questions for managers and employees
- Reviewing and updating existing blank contract templates and general agreements
- Implementing HR measures (working hours changes, salary changes, recruitments, etc.) for the group's locations
- Developing a professional recruiting handbook (MS OneNote)
- Temporary management of the recruiting department
- Preparing the handover of know-how to new employees
- Providing further support in recruiting
Nicole Fromhold
Last position:
HR Workshops & Trainings at Fromhold Consulting
- Conducting HR workshops and trainings for various clients ranging from startups to SMEs, for example Assemblio GmbH
Discover over 15,000 top freelancers
Statistics of experts using Ticketing System
Aggregated from the professional profiles of matched freelancers.
Experience
24 years (Germany: 21 years)
Position duration
1.6 years (Germany: 2 years)
Positions per freelancer
14
Top business areas
Customer Service, Information Technology, Project Management
Top industries
Information Technology, Professional Services, Automotive
Certification focus areas
Human Resources, Information Technology, Operations
Bachelor's degree or higher
86% (Germany: 63%)
Master's degree or higher
14% (Germany: 31%)
Certifications per freelancer
4 (Germany: 3)
Most common languages
German, English, Arabic
Speak two or more languages
89% (Germany: 96%)
Based on our profile pool as of 30 Aug 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology in Munich 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 in Munich 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 30 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the technology
Ticket flows
A ticketing system turns emails, forms, chats, and portal requests into trackable work. It helps teams log issues, assign ownership, follow status changes, and keep service requests moving without lost context.
Where it fits
Common uses include customer support, internal IT service desks, field service requests, and operations queues.
- Incident intake and triage
- Request and approval workflows
- SLA tracking and escalation
- Knowledge base links and deflection
Ecosystem
Ticketing System work often touches Jira Service Management, ServiceNow, Zendesk, Freshservice, and older help desk setups. Strong professionals know how to connect forms, email channels, user roles, automation rules, and reporting so the system stays clear for agents and requesters.
When to bring in help
Companies usually need freelance expertise when a service desk is being introduced, migrated, or cleaned up after years of ad hoc use. In Munich, this is common for teams that need German and English support, local stakeholder workshops, or remote setup with on-site process reviews.
What strong specialists do
Good specialists focus on structure, not just configuration. They design categories, priorities, escalation paths, and templates that match real work, then test how the process behaves under load and edge cases.
- Clear ticket taxonomy
- Practical automation
- Secure permissions
- Useful dashboards
Delivery and handover
A solid engagement ends with documentation, admin guidance, and a system the team can maintain. That includes workflow maps, field definitions, notification rules, and training for the people who will run the queue every day.
Frequently asked questions
The facts hiring teams ask for most often when it comes to Ticketing System.
A ticketing system is used to capture requests, route them to the right owner, and keep every update in one place. It is common for support desks, internal IT requests, facilities issues, and any process where people need traceable follow-up. The goal is simple: fewer missed tasks and clearer accountability.
Ticketing System setups are better when teams need priority, ownership, and status tracking across many requests. Email can work for small queues, but it gets messy when multiple specialists handle the same issue or when approvals and escalations matter. A ticketing workflow creates structure that plain inboxes do not.
When people say ticketing system, they may mean a general help desk tool or a service desk suite such as Jira Service Management, ServiceNow, or Zendesk. The right choice depends on whether the focus is IT service management, customer support, or internal request handling. A good specialist should be able to work with the naming and the process behind it.
A strong ticketing system specialist usually understands workflow design, permissions, reporting, and basic integration work. Knowledge of ITIL-style service processes, form design, and automation rules is often useful too. For many projects, communication skills matter just as much as technical setup.
Ticketing System projects vary a lot. A simple queue cleanup may need only a focused specialist, while a migration or multi-team service desk setup needs someone who has handled process design, data mapping, and user roles before. The key is proven delivery on similar workflows, not a long résumé.
Yes, most ticketing system work can be done remotely because the core tasks are configuration, testing, and process design. For teams in Munich, on-site sessions can still help when stakeholders need workshops, process mapping, or change management support. Many projects use a mix of remote setup and local alignment meetings.
Look for someone who can explain why a workflow is built a certain way, not just how to click through menus in Ticketing System software. Strong specialists show clean ticket categories, sensible routing, and reporting that answers real business questions. Ask for examples of migrations, automation rules, and handover documentation.
If tickets are duplicated, owners are unclear, escalations are missed, or reporting cannot answer basic questions, your ticketing system likely needs help. Other warning signs are too many manual steps, inconsistent categories, and poor adoption by agents or requesters. A specialist can usually simplify the process without replacing the whole tool.
The average hourly rate of freelancers in Munich, Germany who have used Ticketing System in their recent projects is 88 €, which corresponds to a daily rate of about 703 € based on an 8-hour working day.
Of the freelancers in Munich, Germany who have used Ticketing System in their recent projects, 86% hold at least a Bachelor's degree and 14% hold at least a Master's degree.
On average, freelancers in Munich, Germany who have used Ticketing System in their recent projects have 24 years of professional experience, with a single engagement typically lasting around 1.6 years.
The most common languages among freelancers in Munich, Germany who have used Ticketing System in their recent projects are German (100%), English (89%), and Arabic (11%).
The most common industries among freelancers in Munich, Germany who have used Ticketing System in their recent projects are Information Technology (78%), Professional Services (78%), and Automotive (67%).
The most common business areas among freelancers in Munich, Germany who have used Ticketing System in their recent projects are Customer Service (67%), Information Technology (67%), and Project Management (67%).
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 
Cologne 
Frankfurt Request a free demo
Get in touch with the FRATCH team and we will get back to you within 4 hours.
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Philipp Thomaschewski
FRATCH CEO
