Service Delivery Systems Specialist with English & German

On this position, you’ll either lead or support projects for Service Delivery Systems and are responsible for the successful planning, coordination and implementation or enhancements of Service Delivery Systems projects to ensure business goals and objectives are accomplished within designated timeframes and budgets.

RESPONSIBILITIES:

• Analyze business processes, identify enhancement opportunities and assess feasibility in close collaboration with business process owners and experts as well as central product owners
• Cooperation with central Teams in terms of raising local requirements, detected bugs, testing results
• Partner with business stakeholders to prioritize and deliver assigned requirements
• User management, parameterization and data update in business support systems
• Supervision over enabled systems
• Systems Change management according to the users’ needs
• Assessing, prioritizing, authorizing, and scheduling changes as part of the change control process
• Organizing and performing tests of new solutions
• Support the operational teams during the UAT and roll-out phases
• Communication in terms of systems change management, documentations/manuals update
• Analysis of functionalities within business support systems, detecting non-conformances, quest for new solutions, contribution in designing new solutions
• Reporting, analysis, presentations
• Maintaining support systems documentation
• Providing trainings
• Taking actions in order to improve the organization so it could gain a competitive advantage
• Cooperation with other departments in order to achieve common goals and to constantly improving the service level
• Troubleshooting assistance

QUALIFICATIONS REQUIRED:

• Bachelor’s degree or equivalent years of applicable experience
• 2+ years of project management experience, including tracking and planning projects
• experience and knowledge of CRM/CX/Omni channel systems
• Experience and knowledge of Medallia, Siebel, Genesys (Chat, Chat bot, IVR) beneficial
• Experience in working with global business stakeholders and multiple IT teams in a big international company
• Strong in requirement gathering, statistics and financial analysis (ability to work with a structured and methodical approach, combined with an inquiring mind)
• Ability to coordinate projects, present and communicate results with understanding and respect for customers’ expectations
• Ability to work both independently and in a team-oriented, collaborative environment, take initiative and be a self-starter with "can do" attitude
• Ability to guide developers and implement enhancements independently
• Ability to understand the business process and create process flow diagrams with identifying and architecting business processes
• Self-motivated, decisive, with the ability to adapt to change
• High level of proficiency with MS Office, especially MS Excel and MS PowerPoint
• Proficiency in English, native German speaker