PROCESS & QUALITY MANAGER - BUSINESS ANALYST Salesforce/Pega

The current focus is set on maintaining the existing functionalities of our Salesforce Platform to preserve the quality and quantity of the services we provide (Self-service tools, value stream processes at international level, or chatbots) while prepare for the upcoming migration to the PEGA platform.

Your main accountabilities:

• Configuring and maintaining a system (Salesforce) so that it serves its users (DTSE customers, agents) well. That entails both the actual work in the system as well as discussions with users/agents/colleagues... about what needs to be done
• Development of technical concepts as part of rollout / roll-in / implementation projects focusing on Salesforce applications and on value stream processes (predominantly service console and community front-end/self-service)
• Set up of testing and training concepts to accompany implementations (ensure agent training)
• Communication and change management/creation of project presentations
• Presentation of specialist topics from the relevant process area e.g., in the operative purchasing and accounts payable/receivable accounting units, in management circles as well as other departments with interfaces to the platform

• Fluent in English, German language is a big plus
•  University study, ideally in the field of IT or business informatics (knowledge based on personal interest and self-learning will also be considered)
• You should have an affinity for (IT) processes/systems and ideally 2 years’ experience at least working in an IT Department (e.g.: developer, project manager, business analyst)
• At least user knowledge of any big system (experience with SAP and/or Salesforce is a plus). Ability to understand, configure and administer a cloud-based CRM system (such as Salesforce, PEGA).
• Great will and motivation to learn new skills. Ability to quickly gain deep knowledge about working of new system or tool to start using and extending that tool or system
• Basic knowledge of HTML/JavaScript/CSS. It is not daily bread, but you should not be afraid to interact with such a thing. Ability to read and understand code is a plus.
• Very good communication skills between different hierarchical levels and in complicated/conflict situations.
• High level of initiative, goal and solution orientation while adhering to important deadlines, flexibility in stressful situations.
• Knowledge of and ideally experience with agile development process (Scrum) is a plus
• Professional experience in Accounting or Procurement (such as knowledge of KPIs and data structure) is a plus but not necessary. A previous experience in the field of process management is also a plus
• Knowledge and command of UX methodologies is a plus
• Knowledge of no-code/low-code development tools is a plus
• Understanding of relational database working, SQL knowledge is a plus
• Knowledge of the shared service center concept and its success factors is a plus
• Knowledge of incident management and versioning tools is a plus (Jira, Git, …)