IT System and Process Specialist | IT System & Process Specialist (w/m/d)

Job Summary

This role involves supporting, developing, and maintaining Customer Service Management (CSM) IT systems, focusing on complex incident resolution through root cause analysis and implementation. Key responsibilities include defining, mapping, and optimizing global business processes within the CSM environment, ensuring compliance with system functionalities and regulatory requirements. The specialist will also be responsible for creating training materials, conducting system training for users, and coordinating the implementation of interfaces, system changes, User Acceptance Tests (UATs), and system upgrades in collaboration with business and IT partners. A core function is the analysis, preparation, and visualization of KPIs and statistics, alongside developing IT-supported solutions and automations to drive process improvement. This position requires a strong technical background, excellent communication skills, and experience in a regulated environment.