The Position

　　As part of the Global Service Desk, we serve as the first point of contact for any IT-related issues or questions. With the ability to handle hundreds of thousands of calls annually in multiple languages, we strive to deliver excellent service and support to our users.

　　As a (Junior) Business Consultant, you will be responsible for strategizing, managing stakeholders, and overseeing projects related to the Global Service Desk. Your focus will be planning, implementing, and optimizing modern and digital solutions for our Service Desk Call Center operations.

　　If you are passionate about driving business success, enjoy leading digital transformation initiatives, and provide exceptional service, we invite you to join our global team as a (Junior) Business Consultant. Together, we can shape the future of IT support at Global Application Experience.

　　Tasks & responsibilities

　　As a (Junior) Business Consultant, you will join forces with our Managed Service Provider, playing a pivotal role in propelling our projects forward.

　　You will have the opportunity to assist in orchestrating, steering, and guiding the launch and enhancement of contemporary, digital solutions that will revolutionize our Service Desk Call Center operations.

　　You will be instrumental in facilitating smooth and effective communication and coordination with all stakeholders, including our internal teams and our valued external partners.

　　With a keen eye for detail, you'll continuously monitor and evaluate the effectiveness of the solutions we've implemented, making necessary adjustments under supervision to enhance our service delivery.

　　To pinpoint areas for improvement, you will keep your finger on the pulse of industry trends and advancements in IT support, ensuring we are always at the forefront of innovation.

　　Additional Tasks & responsibilities as Business Consultant

　　As Business Consultant, you will develop and execute strategies to enhance the Service Desk's performance and efficiency.

　　You will take the reins on managing and coordinating projects tied to our digitalization initiatives. This includes navigating the migration to a new Call Center solution, orchestrating the transition to a new Chatbot solution, and implementing automation and optimization solutions that will redefine our operational landscape.

　　Requirements

　　Master's degree with first years of working experience in IT, alternatively bachelor's degree with substantial working experience

　　Good project management skills (incl. agile project methodologies)

　　Experience in IT service management processes (with focus on Incident- and Problem management).

　　Excellent communication skills, both written and verbal, with the ability to effectively engage with individuals at all levels of the organization.

　　Ability to thrive in a fast-paced and dynamic environment, adapting to changing priorities and requirements.

　　Fluency in English is required; additional language skills are a plus.

　　Additional requirements as Business Consultant:

　　Advanced knowledge and experience with digitalization initiatives, such as Call Center solutions, systems, ITSM Tools, and automation tools.

　　Strong project management skills, with the ability to handle multiple projects simultaneously.

　　Proven experience in IT service management, Customer Care, and stakeholder management.

　　Ready to contact us?

　　If you have any questions about the job posting or process - please contact our HR Direct Team,

　　Tel: +49 (0) 6132 77-3330 or via mail: [email protected]

　　Recruitment process:

　　Step 1: Online application - application deadline is February 16th, 2024. We reserve the right to take the posting offline beforehand.

　　Step 2: Virtual meetings until end of February.

　　Step 3: On-site interviews beginning second week of March.

　　All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.