Global Services Specialist (m/f/d)

What we expect

• Strong knowledge of Customer Support systems, technologies, and processes, including: Contact Center, Telephony, and Unified Communications (UCC) platforms, ERP and CRM systems, Live Chat and Chatbot solutions Knowledge Management and Self-Service platforms

• Basic technical proficiency in HTML, CSS, JSON, and SQL

• Understanding of APIs, system integrations, and data interfaces

• Experience working with project teams and applying project management methodologies in a business or IT environment

• Knowledge of Quality Management and IT Service Management (ITSM) principles, processes, and tools

• Strong analytical, troubleshooting, and problem-solving skills with the ability to identify opportunities for process improvement and automation

• Excellent stakeholder management, communication, and collaboration skills

• Ability to translate business requirements into scalable system and process solutions

• Demonstrated ability to analyze large volumes of operational and customer data to identify trends, drive process improvements, and support data-driven decision-making.

  
  

  Education/Experience:

• Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field, or equivalent professional experience
• Minimum 5 years of experience supporting, administering, and enhancing customer-facing and internal business systems, tools, and processes
• Proven experience driving the implementation, adoption, and continuous improvement of end-user technologies and self-service solutions
• Experience translating Business Unit strategies into scalable operational processes, systems, and governance frameworks
• Demonstrated experience in process optimization, automation, and service delivery improvement initiatives
• Understanding of governance models, standards, and best practices related to customer support operations, systems, and data management
• Experience working in a global, cross-functional environment with multiple stakeholders and business units