Rodzaj pracy: Pełny etat
Rodzaj umowy: Na czas nieokreślony
Ilość wakatów: 1
Minimalne doświadczenie: Od 3 do 5 lat
Wykształcenie: Wyższe licencjackie
Branża: Praca IT - ERP, Praca IT - Konsulting, Praca IT - Programowanie / Analizy
Project information:
- Industry: Travel - Airline Business
- Type of project: creating, defining and maintaining workflows and inquiries handling processes that meet state of the art shared service user experience
- Location: Cracow
- Project language: English
- Project length: indefinite
- Assignment start date: 01.2020
- Remuneration: 18 000 - 20 000 gross PLN on employment contract; 21 000 - 24 000 net PLN on b2b
Project scope:
- Design modern ticket workflow processes with cross-process (Finance, HR, Global Mobility etc.) functional scope in workflow solution (SSF)
- Research and develop strategic road map & plan for workflow solution (SSF) to communicate rationale and generate/use data to support recommendations for future setup to fulfill demand of different processes. This should include process flows, user flows, audience research, benchmarked goals/KPIs, etc.
- Design and develop contact center setup and organization structures and implement changes with respective operations centers
- Collaborate with FI/HRS Process Architects and IT Project Team on UI design and on other related system interfaces during development and implementation
- Develop business cases for future features as part of the strategic roadmap and pitch those for budget allocation together with IT Product Owner
- Present future functionality to stakeholders for feedback and effectively communicate rationale behind choices backed by data
- Create & document reusable and scalable workflows and ticket handling procedures that are modular, generic, and flexible. Base those on common practice build into SSF for most cost sensitive solutions
- Ensure full reporting capabilities to fulfill all needs to steer, manage and report user experience and operational performance/efficiency in workflow solution (SSF)
- Constantly improve operations knowledge of workflow solution (SSF) tool and new features including development of user instructions and training materials before implementation with support of Knowledge Management/Learning organization
- Support for planning and conduct user testing, rapid prototyping, data analysis, usability and accessibility concerns
Competence demands:
- Proven track record of professional experience in defining workflow service processes, with demonstrable success in implementing best in class processes
- Extensive knowledge of standard workflow solutions - SAP SSF nice to have, optionally: ServiceNow, Zendesk, HubSpot, Salesforce, Atlassian etc.
- Experience in IT related/business project management / SAP consulting
- Passion for user experience & workflow optimization and experience with setting up most efficient service center structures globally
- Ability to rapidly assess Customer environments from a business process, organizational and technological perspective, and effectively communicate opportunities for optimization.
- Architecting end user focused and customer facing solutions
- Overseeing the execution of the optimization/standardization projects and their operational transition
- Excellent problem-solving skill & out of the box thinking
- Excellent stakeholder management on various levels within global matrixed organization
- Excellent verbal and written communication skills as well as reporting and presentation expertise
- Travel as needed to accomplish tasks
We offer:
- Stable long-term cooperation based on employment contract or b2b
- Relocation package: 4000 PLN net
- Flexible working hours
- Perks including among others medical care, Multisport card and possibility to participate in interesting events
- Challenging and rewarding job within a dynamically growing and prospective multinational organization
- Cooperation and possibility to exchange knowledge with a team of professionals from a global consulting company
- Key role in the company transformation