ICT technician

Personnel management

• Team behavior
• Personnel management comp. 2

Communication

Ability to deal with conflict and criticism

• Identify conflicts and develop solution strategies
• Ability to constructively address and resolve communication issues and conflicts
• Ability to deal with difficult situations
• Ability to give feedback and deal with feedback
• Ability to reach consensus

Ability to engage in dialog

• Ability to lead dialog
• Empathy and understanding
• Interpersonal skills
• Openness to differences in age, gender, religion, disability and nationality
• Diplomatic
• Persuasive
• Dialectics (discussion and negotiation, conference management)
• Rhetorical skills
• Negotiation skills
• Enthusiasm
• Ability to inspire customers

Credibility and authenticity

• Ability to act and appear credible and authentic
• Verbal and non-verbal communication

Articulate

• Appropriate written and oral communication for the target audience
• Comprehensibility and clarity
• Presentation skills
• Moderation skills
• Ability to lead talks and meetings

Information management

• Information gathering
• Information processing
• Information transfer

Teaching skills

• Conveying knowledge
• Teaching and instructional skills

Self-management/personal conduct

Motivation and commitment

• Personal responsibility
• Ambition, initiative, dynamism and commitment
• Desire to play an active role
• Work-life balance

Self-reflection

• Self-awareness, in touch with own feelings
• Self-control, ability to constructively classify one’s own emotions
• Self-confidence and self-assurance

Technique

• Task planning and prioritization, time management, established procedures
• Systematic and disciplined approach
• Planning and organization of your own workstation
• Organizational skills
• Ability to cope with stress, resilience
• Deal with unforeseen events
• Deal with complex situations

Willingness and ability to learn

• Willingness and ability to learn

Personal skills

• Appearance, impression, charisma
• Self-assurance and self-control
• Emotional creativity
• Ability to empathize with others
• Trustworthiness
• Ability to draw connections

Social competencies

• Sensitivity
• Cooperative and tolerant
• Capable of integration and teamwork
• Collaboration with management
• Willingness to share information
• Self-discipline, high frustration tolerance, self-control
• Sense of responsibility, conscientiousness, reliability
• Respect and appreciation
• Ethics, integrity, loyalty, credibility, solidarity
• Win-win mentality

Design and problem solving

Innovativeness

• Ability to develop visions and strategies
• Ability to identify and seize opportunities
• Ability to deal with areas of tension and contradictions
• Openness and flexibility toward change

Problem-solving skills

• Ability to identify and analyze problems
• Ability to recognize complexity, think in terms of alternatives, synthesize
• Systematic and structured thinking
• Analytical, logical thinking ability
• Strategic thinking and action

Decision-making skills

• Ability to make decisions
• Ability to manage decision-making processes

Ability to implement decisions

• Ability to implement decisions
• Willingness and ability to take risks (experiment)
• Results-oriented action

Creativity

• Ability to independently find solutions to problems
• Imagination, intuition
• Talent for improvisation
• Creative ideas
• Innovativeness

Focus on results

• Focus on results and objectives
• Ability to share and exemplify company values
• Entrepreneurial thinking and action

Deal with complexity

• Think in systems (analyze, abstract, structure, order, synthesize)
• Categorize (differentiate between open and closed systems, between structural and behavioral complexity)
• Separate system and environment (demarcation)
• Form subsystems (divide a system into subareas)
• Form groups (forming element clusters with like elements)
• Network (represent relationships and interactions between elements, clusters, subsystems, etc.)
• Visualize (create system, relationship, process, development, portfolio graphics, etc.)
• Deal with uncertainties and probabilities

Abstract thinking ability

• Convey abstract concepts (presentation of results, visualization techniques)
• Envision the future
• Links
• Categorization, classification
• Simplification, focus on the essential
• Analogies, equivalences
• Open-mindedness, creativity, willingness to experiment
• Recognition of overarching connections
• Think in models
• Imagination

Business, administrative and control processes as well as compliance

• Environment, market
• Core processes of the company
• Value chain of the company
• Critical success factors
• Process optimization, process quality
• Business process reengineering
• Process mining
• Codes of conduct and legal aspects/obligations in ICT (copyright, contract, liability, procurement law, etc.)

Company policy/culture/organization

• Attentiveness
• Reflection
• Adaptability
• Cultural sensitivity
• Decision-making behavior

Business contexts

• Budgeting
• Finance and controlling
• Accounting
• Procurement (make or buy)
• Supply chain management
• Investments
• Production factors
• Product and market development
• Marketing and sales, pricing
• Communication
• Value creation
• Corporate strategies
• Corporate policy
• Stakeholders
• Effectiveness and efficiency
• Key performance indicators (KPIs)

Competitive situation in the sector

• Competitiveness
• Understanding of the industry
• Market models
• Marketability
• Generic strategies

Change in the business through ICT

• Customer and stakeholder focus
• Service orientation
• Market orientation
• Transformation
• Navigation

Consulting and sales

• Consultation process
• Offers, quotations
• Acquisition and conclusion
• Pricing
• Negotiation technique

ICT management

• IT strategy
• Information technologies
• Potential improvements
• Project portfolio
• Best practices, benchmarks
• Third-party services
• IT governance

Project management

• Team behavior
• Project initialization
• Project planning
• Project handling
• Project management support
• Project problems
• Project management concepts, methods and tools

Risk management

• Project risks
• Risks during system operation
• Risks of organizational units
• Emergency scenarios
• IT compliance

Quality management

• System tests/system checks
• Configuration management
• Quality assurance, quality assurance systems
• Releases/upgrades
• Metrology, test procedures
• Process quality
• Product quality
• Effectiveness and costs of quality management
• Customer satisfaction

Service design

• Service design principles and methods
• Service design processes
• Service design technology-related activities
• Service design organization (roles and responsibilities)
• Service design implementation

Architectures

• Platform strategy
• Service strategy
• System architecture
• Network architecture
• Software architecture
• Application architecture
• Data architecture
• Security architecture

Methodological competency

• Project management
• Software development
• Process description, presentation, measurement and improvement
• Design of architectures
• Testing
• ICT security
• Risk management
• Quality management

Ergonomics and usability

• Human-machine interface ergonomics
• Interaction design, accessibility
• User requirements
• System analyses (user cases, user stories)
• Contextual/online analyses and surveys
• Information visualization and content structure
• Layouts, design principles
• Agile prototyping, mockup testing and assessment
• Usability coaching (implementation)
• Web analytics (usage verification)
• Usable user manuals, e-learning content

ICT business administration

• Offers
• Licenses
• Contracts
• Investments
• Profitability
• Value creation in business processes
• Procurement of ICT systems and ICT services
• Budgeting and billing
• Cost estimate, cost control
• ICT controlling instruments
• Product and key account management

Organization

• Organizational structure
• Process structure
• Strategic planning
• Operational planning
• Organizational weaknesses
• Processes and structures
• Reorganization

Information security

• Security strategies and architectures
• Security processes in the company
• General security situation
• Security cycle
• ICT basic protection
• Application, database, network and system security across various platforms and architectural models (e.g. cloud)
• Security testing procedures
• Data security and protection
• Encryption method
• Protection and security functions
• Identity and access management
• Information risk management
• Regulatory requirements

Business and requirements engineering

• Analytical and conceptual skills
• Domain knowledge
• Interview technique
• Presentation of results
• Workshop moderation
• Clear presentation of complex issues
• Simplification
• Open-mindedness
• Imagination
• Process analysis and modeling
• Planning, organizational skills
• Modeling use cases
• Value-added analysis
• Working with stakeholders

Application engineering

• Application architecture
• Software architecture
• Application development
• Preparation and transitioning of systems to production
• Software migration
• Change management
• Website/web applications
• E-business application
• Protection and security functions

Hardware engineering

• Evaluation
• Commissioning
• Maintenance
• Change management
• Planning

Network engineering

• Change management
• Cross-platform services
• Communication services
• Network systems and architectures
• Protection and security functions
• Directory services

Service engineering

• Service strategy
• Services
• Service levels
• Problem management
• Service requests
• Change management

Data engineering/data management

• Data modeling
• Data warehouse
• Document management systems
• Content management systems
• Change management
• Data management

Technical software engineering

• Sensors, actuators
• Controllers
• Microprocessor applications
• Real-time processes
• Control and regulating systems
• Real-time operating systems

Application operation

• Operation and monitoring
• Support
• Database systems
• Performance and capacity
• Migration
• Configurations

Network operation

• Operation and monitoring
• Support
• Performance and capacity
• Upgrades
• Configurations
• Infrastructure

Hardware operation

• Operation and monitoring
• Support
• Performance and capacity
• Upgrades
• Memory, scanners, printers, network components
• Configurations
• Infrastructure

ICT service operation

• Support
• Problem management
• Service requests
• Archive, backup, restore and repair
• Configurations
• DB administration
• Performance and capacity