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Respond to 2nd line Service calls, Incidents and Service Tickets for technical support,
Track and monitor the problem in our Service Management Tool (ServiceNow) to ensure a timely resolution,
Collaborating with cross-functional teams to ensure network integration with other systems,
Identify, research, and resolve 2nd level Technical Support problems related to the Internet, Firewalls, LANs, WLANs, WANs, and other Network components,
Monitor the WAN, WLAN and LAN environment and proactively react on any issue,
System operations, maintenance, and documentation in accordance with compliance and security requirements as well as services high availability with quality assurance and development of standards,
Maintain and keep up to date the monitoring systems and documentation,
Support Senior Engineers with their daily operational activities like problem management, participating in implementation projects,
Support and improvement of Organization's Global Network standardization process with daily activities of Country related services migration to Globally managed networks and standards
Performs network security monitoring and incident response for a large organization, coordinates with Tier 1 colleagues and with Tier 2 to record, prioritize and initiate incident tickets
Maintains records of security monitoring and incident response activities, utilizing case management and ticketing technologies
Monitors and analyses Security Information and Event Management (SIEM) to identify security issues for remediation
Recognizes potential, successful, and unsuccessful intrusion attempts and compromises thorough reviews and analyses of relevant event detail and summary information
Communicates alerts regarding intrusions and compromises to their network infrastructure, applications and operating systems. Consolidates and conducts comprehensive analysis of threat data obtained from classified, proprietary, and open source resources to provide indication and warnings of impending attacks against unclassified and classified networks
Recommend changes to Standard Operating Procedures and other similar documentation
Operates and maintains cloud-based infrastructure components (with focus on VM Instance based Linux Servers, Container Environments and other AWS based PaaS services)
Implements and Conducts Monitoring of utilization, performance and availability of system components & services
Provides support for infrastructure components of cloud-based application stacks in critical situations
Conducts log analysis and patch management to ensure high system integrity and security
Contributes to planning and implementation of failure and disaster recovery tests
Utilizes DevOps principles & tools to devise work strategies for automated processes to deploy & maintain virtual datacentre components in our cloud stacks
Supports in creating and maintaining strategies to avoid risks and enable disaster recovery
Builds and Operates cloud-based environments in accordance with company compliance and security guidelines and regulations
Support in onboarding existing and new staff in cloud technology and new ways of working
Approval of carrier documents (check if the Carrier can work with DB Schenker)
User Management of internal Land Transport systems
Carrier acquisition and onboarding
Solving support tickets regarding our Drive4Schenker Portal or Carrier Management initiatives
Communication with carriers from the Balkan market (Croatia, Serbia, Bosnia & Hercegovina, Slovenia, Macedonia, Montenegro) and local DB Schenker branches
Participation in other initiatives such as testing or translations
Supervise Finance processes like accounting, budgeting, controlling (run in the company as well as outsourced), make sure they are aligned with the internal regulations and code of conduct
Responsible for full procurement process, conduct the tenders on behalf of the company
Supervision on legal area (corporate law, labor law)
Administration and maintenance of outsourcing agencies and contractors
Lead a team of finance and controlling specialists
Cooperates with other sub-teams (financial, procurement, general)
Support Management with monthly status reports, risk management and specific financial reports
Single point of contact for global and local counterparts within financial and procurement processes
Designs, defines and implements processes around financial management in coherence with other company processes
Act as a intermediary between global finance and local ones
Actively discusses reporting needs with stakeholders and enhances reporting models based on that
Executing finance standards and rules
Maintenance and enhancement of the reporting system
Managing cost allocation
Identification of cost drivers and cost optimization potentials
Possibility to work beyond your role and support development and branding of the company
As the Financial Manager, you will be responsible for providing financial reports and interpreting the financial information to management. You will steer the financial processes to generate total cost transparency on the international level. You will also implement and execute budgeting and forecasting
You will take part in creating and maintaining the company’s offer to internal stakeholder. By that and your initiatives, you can impact the company development directly
- Supervise Finance processes like accounting, budgeting, controlling (run in the company as well as outsourced), make sure they are aligned with the internal regulations and code of conduct
- Responsible for full procurement process, conduct the tenders on behalf of the company
- Supervision on legal area (corporate law, labor law)
- Administration and maintenance of outsourcing agencies and contractors
- Lead a team of finance and controlling specialists
- Cooperates with other sub-teams (financial, procurement, general)
- Support Management with monthly status reports, risk management and specific financial reports
- Single point of contact for global and local counterparts within financial and procurement processes
- Designs, defines and implements processes around financial management in coherence with other company processes
- Act as a intermediary between global finance and local ones
- Actively discusses reporting needs with stakeholders and enhances reporting models based on that
- Executing finance standards and rules
- Maintenance and enhancement of the reporting system
- Managing cost allocation
- Identification of cost drivers and cost optimization potentials
- Possibility to work beyond your role and support development and branding of the company
Act as entrepreneur towards DB Schenker teams and internal customers, maintaining a high degree of communication with the stakeholders
Supports the transition/implementation of global application environments to the Schenker multi-hybrid-cloud
Develop and deliver Solution-Designs for cloud- and non-cloud-based infrastructure com-ponents in alignment with IT architecture
Develop and implement new cloud services for the benefits of the Schenker customers
Ensure high system integrity and security of all delivered infrastructures and services. Contribute to planning and implementation of fail-over and disaster recovery tests
Create and maintain the global platform strategies to avoid risks. Additionally, ensure high system integrity and security of all delivered infrastructures and services. Contribute to planning and implementation of fail-over and disaster recovery tests
Design and develop automated processes (infrastructure as code) for deploying and maintaining components in Schenker Cloud and Non-Cloud platforms using DevOps principles and tools
Coordinate global, cross-location financial activities inside the TSC department in close collaboration with the experts in the GDH
Ensure continuous coordination of all financial requests from Global IT Governance as a single point of contact and as an expert in your area of responsibility
Act as a single point of contact for Global Finance to ensure awareness and alignment with regards to activities like global rollouts, process changes, SOP adjustments for Finance FU, and company regulations for financial reporting
Bridge those needs from different parties and combine requests for e.g., Budgeting, Forecast, charging to adhere to IT Governance / IT&D rules, Finance Rules and local regulations for the GDH legal entities
Compliance Specialist (fixed term contract 12-18 months)
Żwirki i Wigury 16C, Włochy, Warszawa
Wygasła: 29.06.2023
full-time
umowa o pracę
hybrid work
specialist (Mid / Regular)
Obowiązki:
GDPR and Compliance contact person for internal stakeholders, coordinating dedicated mailboxes, maintenance of GDPR and Compliance registers, cooperation with the Data Protection Officer
coordinating yearly internal audit process and compliance risk assessment
implementing group SOPs and corporate governance guidelines, assisting in corporate governance projects as needed
coordinating introducing internal policies, Management Board resolutions, and regulations
supervising and monitoring contracts concluded with contractors in terms of their compliance with applicable procedures
education in the field of compliance within the organization
maintaining legal registers (power of attorney register, insurance, agreements)
System operations, maintenance and documentation in accordance with compliance requirements as well as quality assurance and development of standards
Providing 2nd Level support and provide training and documentation to users and to 1st Level Support Team
Execution of failure and disaster recovery test
Ensuring system integrity and security through necessary measures, for example log analysis and patch management
Execution of project management tasks in IT infrastructure projects and responsible to provide project deliverables
Development and implementation of technical guidelines and standards
Design and implement Office 365 and related technologies including but not limited to, Ex-change Online, Exchange Server, Microsoft Teams, Active Directory and Active Directory Federation Services (ADFS), Active Directory Synchronization, SharePoint, OneDrive for Business and Azure AD
Responsibility for the planning, integration, migration, configuration and operation and maintenance of infrastructure services and systems
Monitoring of utilization and availability in accordance with the agreed SLA’s
System operations and maintenance and system documentation in accordance with compliance requirements as well as quality assurance and development of standards
Providing 2nd/3rd Level support
Change management in the UC infrastructure and responsibility for providing change results
Continuous improvement of the architecture and technology of the service to achieve enhance service quality and usability
Derive improvement measures in the area of architecture and technology and take responsibility for the implementation
Promote development and implementation of technical guidelines and standards
Operates and maintains cloud-based infrastructure components (e.g. VM Instance based Linux RHEL/Ubuntu)
Implements and Conducts Monitoring of utilization, performance and availability of system components & services
Provides support for infrastructure components of cloud-based application stacks in critical situations
Conducts log analysis and patch management to ensure high system integrity and security
Contributes to planning and implementation of failure and disaster recovery tests
Utilizes DevOps principles & tools to devise work strategies for automated processes to deploy & maintain virtual datacenter components in our cloud stacks
Supports in creating and maintaining strategies to avoid risks and enable disaster recovery
Builds and Operates cloud based environments in accordance with company compliance and security guidelines and regulations
Train existing and new staff in cloud technology and new ways of working
Develops technical specifications and makes recommendations towards implementation of standard functionality or configuration of individual solutions
Analyzes requirements, develops specifications and designs innovative solutions to business problems or recommendations to improve system capabilities automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap
Builds service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service
Performs technical validation and testing to ensure requirements are satisfied
Evaluates and aligns solution concepts created by implementation partners or other functional areas
Supports in developing system architecture/interfaces
Loads, adapts and maintains data between ServiceNow and other systems
Recommends improvements and/or changes to technical design where appropriate
Performs coding and moving changes across platforms (dev/test/prod)
Works in an agile environment and is experienced in agile development methods
Participating in the project planning process with business and IT specialists
Supporting multiple projects as team member or development team leader
Creates and implements technical documentation incl. operational processes, test activities and quality standards
Analysis of errors and their elimination in the context of incident and problem management, supports failure and disaster recovery tests
Reviewing modules for quality assurance, system integrity and security, checks compliance with architectural standard
Performs regular data audits and resolve identified issues if found
Identifies and drives creation of best practices and organizational standards
Provides 2nd and 3rd level support for the ServiceNow platform and its modules
Ensures that implementations and ongoing services are delivered on time and meet client requirements
Supports internal service review meetings covering performance, quality aspects and processes
Supports security management and execution of risk management processes of technical service operation in accordance to company framework
Escalates to vendor for defect and incident resolution as required
Stays current with new technologies and effectively recommends strategy updates and change in direction
Eliciting of business requirements and review of options with customers, business units, and end users to ensure complete testing with few defects or unexpected problems
Analysis, and evaluation of business requirements and user needs
Design, preparation, and review of documentation of requirements and change management with business needs to ensure full understanding, and where needed, acceptance
Compiles and elaborates functional and non-functional requirements
Explaining any technical issues or open questions to business customer
Communication of business objectives to technical teams and technical solutions to the business customer
Documenting and communicating all open issues or open questions about business processes or procedures to the team
a) An appropriate learning contents and instructions
b) Learning templates
c) Digital Learning Shells
d) Training solutions and materials
Apply instructional theories and principles applicable to create instructor led training sessions as well as web‐based instruction
Apply information architecture principles, and methods
Provide clear writing of scripts, narratives, and storyboards
Storyboarding and building of the (digital) learning assets such as: (Virtual) Classroom Training, e-Learning, Learning Video, Learning Games, Work Instructions
Design and development of data collection tools and methods to measure the impact of training
Support IT training team when required on a business needs basis
Work extensively with experts, project teams of varying sizes, and business stakeholders at multiple levels
Promote learning culture and support marketing campaigns of Training Team portfolio
Collaborating with the Demand Management team and People & Organization team regarding charging details for new and existing demands
Issuing the intercompany sales invoices in SAP and processing requires specification
Delivering high-quality collaboration with IT&D Partners
Collaborating with other Global Delivery Hubs to achieve a synergy effect
Supporting other functions in the Company in creating and maintaining the offer of the Company to internal stakeholders
Supporting in creating and maintaining budgets, forecasts, and financial reports by securing the correctness of data and information for sales purposes
Maintaining master data quality in Bee360
Comprehensive analysis of incomes and costs according to their origin and types, identification of cost drivers and cost reduction potentials
Creating and updating regular operational reports
Point of contact for global IT controlling head office Schenker AG
Support for B2B Contractors (contract review, onboarding, working hours register)
Maintains Quality Assurance operations of the ITSD and serves as focal point for Quality Assurance concerns, under the direction of regional QA Managers, additionally
Ensure the consistent and professional delivery of superior service level quality
Strong focus of customer case with desire to deliver an exceptional end user experience
Responsible for activities involving quality assurance, metrics, and compliance
Analyze quality metrics and assess trends and opportunities for improvements
Communicate Quality & Customer Experience Issues, challenge assumptions and contribute to developing clear understanding of issues from a quality, performance improvement & customer experience perspective base on customer satisfaction surveys
Use ITSM ticketing system or other software tools to track work as required
Ensure the effectiveness of operations support, processes, and controls
System operations, maintenance and documentation in accordance with compliance requirements as well as quality assurance and development of standards
Providing 2nd Level support and provide training and documentation to users and to 1st Level Support Team
Execution of failure and disaster recovery test
Ensuring system integrity and security through necessary measures, for example log analysis and patch management
Execution of project management tasks in IT infrastructure projects and responsible to provide project deliverables
Development and implementation of technical guidelines and standards
Design and implement Office 365 and related technologies including but not limited to, Ex-change Online, Exchange Server, Microsoft Teams, Active Directory and Active Directory Federation Services (ADFS), Active Directory Synchronization, SharePoint, OneDrive for Business and Azure AD
Performing complete UX research, including quality assurance, and drafting reports with conclusions and recommendations
Communicate productively with business and technical stakeholders to identify their needs and propose suitable solutions
Analyze User Experience (UX) and User Interface (UI) Design of our service portfolio, identifying areas of improvement and optimization, and setting KPIs
Create strategic user persona and user journeys as part of the digital strategy
Create wireframes, storyboards, user/process flows, site maps to communicate interaction & design ideas, for desktop and web-based applications
Design a well thought graphical user interface that reflects end users’ needs and stakeholders’ requirements
Plan and perform usability tests on the appropriate stages of the project, and analyze the results according to the stablished KPI’s
Collaborate on the creation of our new Design system
Supporting, analysing and testing of requirement specifications (e.g. customer and system requirements) for correctness and verifiability
Preparation of User Stories, Acceptance Criteria, Business Requirement Specification (BRS) and SRS
Recording and refinement of functional and non-functional requirements
Managing requirements by structuring them so that they can be used by other parties and maintaining consistency after changes
Engaging with business partners and customers and serve as main contact for technical requirements
Evaluation, validation and classification of requirements
Consulting solution architects in architectural design as well as the development of solution concepts* Establishing requirements management plan for new projects
Ensuring that processes and frameworks will follow the agreed standards
Ensure all agreed IT activities and duties in the area of Spanish or Nordic Service Desk are properly executed
Plan and manage shift schedule, weekly, monthly
Setup and implement effective escalation management
Establish very effective communication at all levels
Oversee proper execution of new service onboarding to the team in Warsaw
Act as functional manager for the assigned team in Poland and Spain or Nordics
Lead functionally the team and take appropriate action where team performance deviates from agreed level
Together with functional and disciplinary managers plan and support employee's development
Plan, monitor and review performance targets for assigned employees
Report the status to senior management
Manage the expectations of all stakeholders
Ensure employees are motivated
Provide mentoring and support for employees as necessary
Plan and monitor resources
Be the POC for major incidents from Spanish or Nordic Service Desk
Ensure that incidents and requests are handled according to agreed procedures and meet agreed service level targets
Ensure problem management process is implemented, the root cause for incidents is analyzed and improvements are implemented to reduce the number of incidents
Contribute to the strategy for the TSC Warsaw
Contribute to potential process improvements and implement changes accordingly
Collaborating with the Demand Management team and People & Organization team regarding charging details for new and existing demands
Issuing the intercompany sales invoices in SAP and processing requires specification
Delivering high-quality collaboration with IT&D Partners
Collaborating with other Global Delivery Hubs to achieve a synergy effect
Supporting other functions in the Company in creating and maintaining the offer of the Company to internal stakeholders
Supporting in creating and maintaining budgets, forecasts, and financial reports by securing the correctness of data and information for sales purposes
Maintaining master data quality in Bee360
Comprehensive analysis of incomes and costs according to their origin and types, identification of cost drivers and cost reduction potentials
Creating and updating regular operational reports
Point of contact for global IT controlling head office Schenker AG
Support for B2B Contractors (contract review, onboarding, working hours register)
Eliciting of business requirements and review of options with customers, business units, and end users to ensure complete testing with few defects or unexpected problems
Analysis, and evaluation of business requirements and user needs
Design, preparation, and review of documentation of requirements and change management with business needs to ensure full understanding, and where needed, acceptance
Compiles and elaborates functional and non-functional requirements
Explaining any technical issues or open questions to business customer
Communication of business objectives to technical teams and technical solutions to the business customer
Documenting and communicating all open issues or open questions about business processes or procedures to the team
Performing complete UX research, including quality assurance, and drafting reports with conclusions and recommendations
Communicate productively with business and technical stakeholders to identify their needs and propose suitable solutions
Analyze User Experience (UX) and User Interface (UI) Design of our service portfolio, identifying areas of improvement and optimization, and setting KPIs
Create strategic user persona and user journeys as part of the digital strategy
Create wireframes, storyboards, user/process flows, site maps to communicate interaction & design ideas, for desktop and web-based applications
Design a well thought graphical user interface that reflects end users’ needs and stakeholders’ requirements
Plan and perform usability tests on the appropriate stages of the project, and analyze the results according to the stablished KPI’s
Collaborate on the creation of our new Design system
Operates and maintains cloud-based infrastructure components (e.g. VM Instance based Linux RHEL/Ubuntu)
Implements and Conducts Monitoring of utilization, performance and availability of system components & services
Provides support for infrastructure components of cloud-based application stacks in critical situations
Conducts log analysis and patch management to ensure high system integrity and security
Contributes to planning and implementation of failure and disaster recovery tests
Utilizes DevOps principles & tools to devise work strategies for automated processes to deploy & maintain virtual datacenter components in our cloud stacks
Supports in creating and maintaining strategies to avoid risks and enable disaster recovery
Builds and Operates cloud based environments in accordance with company compliance and security guidelines and regulations
Train existing and new staff in cloud technology and new ways of working
Ensure all agreed IT activities and duties in the area of Spanish or Nordic Service Desk are properly executed
Plan and manage shift schedule, weekly, monthly
Setup and implement effective escalation management
Establish very effective communication at all levels
Oversee proper execution of new service onboarding to the team in Warsaw
Act as functional manager for the assigned team in Poland and Spain or Nordics
Lead functionally the team and take appropriate action where team performance deviates from agreed level
Together with functional and disciplinary managers plan and support employee's development
Plan, monitor and review performance targets for assigned employees
Report the status to senior management
Manage the expectations of all stakeholders
Ensure employees are motivated
Provide mentoring and support for employees as necessary
Plan and monitor resources
Be the POC for major incidents from Spanish or Nordic Service Desk
Ensure that incidents and requests are handled according to agreed procedures and meet agreed service level targets
Ensure problem management process is implemented, the root cause for incidents is analyzed and improvements are implemented to reduce the number of incidents
Contribute to the strategy for the TSC Warsaw
Contribute to potential process improvements and implement changes accordingly
As a member of Global Automation Competence Center (Chatbot Team) you will be responsible for Responsible for the analysis, planning, creation and execution of functional and non-functional tests in all phases of the Chatbot service. You will be involved in review of requirements & change requests. Your role includes also alignment between raised business requirements and delivered system functionality
Review requirements and specifications and defines test conditions in cooperation with business analysts basing on feedback from business representatives
Design test cases and test scripts, assuring traceability to agreed requirements and stories and required test coverage, recording and reporting outcomes
Execute, interpret and record test cases according to test plans (for both frontend and backend verification)
Maintain and develop test automation scripts
Manage defects and their register
Review test results & production findings and modify tests if necessary
Moderation of test kick-off meeting
Specify requirements for environment, data, resources, and tools
Provide reports on system quality, progress, anomalies, risks, and issues associated with the overall project
Eliciting of business requirements and review of options with customers, business units, and end users to ensure complete testing with few defects or unexpected problems
Analysis, and evaluation of business requirements and user needs
Design, preparation, and review of documentation of requirements and change management with business needs to ensure full understanding, and where needed, acceptance
Compiles and elaborates functional and non-functional requirements
Explaining any technical issues or open questions to business customer
Communication of business objectives to technical teams and technical solutions to the business customer
Documenting and communicating all open issues or open questions about business processes or procedures to the team
You mine data to find opportunities and use analytics to support the User Experience & Analytics team in achieving their goal
You generate data-driven insights using customer journey, traffic and funnel analyses on the effectiveness and success of our campaigns and identify optimization potential
You develop data-based recommendations for action on strategic decisions, especially in collaboration with our Product leads and product management, but also help with ad-hoc requests
You prepare data and reports with the help of visualization tools (Adobe Workspace)
You will define, monitor and further develop appropriate digital KPIs
Creation of dashboards to track key business metrics and maintaining and developing web tracking in Tag Manager is also part of your daily business
You analyze our digital presences in Adobe Analytics and thus ensure an exceptional customer experience journey and continuous improvement of conversion
Active participation right from the beginning to support within the daily operations, maintenance and solving of tickets within ServiceNow tool at DB Schenker
Works in an agile environment and participates in agile development methods
Works user stories to implement customer requirements
Documents and closes resolved tickets according to agreed procedures
Supports failure analysis and provides recommendations for continuous improvement
Supports within different activities in agile and international projects
Support within regular platform updates and releases as well as Go Live” support after introduction of new solutions
Preparation of customer presentations and alignments
Creation of process and tool documentation and standards
Writes knowledge articles and supports end users by answering questions and providing basic training on applications, policies and procedures
Gaining knowledge and skills in the defined education paths within ServiceNow
Self-study and education as well as individual preparation for completion of certifications
Facilitate cross-functional teams to enable value delivery, mindset change, and trust building amongst teams and leaders
Promote the use of appropriate Agility frameworks, practices, and tools, and the adoption of transparent and collaborative way of working
Drives the required cultural transformation in adopting the new way of working
Works with teams to become effective and efficient in their use of agility practices
Coaches' teams and leaders on the mindset change required to transform their existing practices and be effective in an increasing uncertain internal/ external context
Influence ways of working standards, including effective integration across teams and entities
Assesses the agile maturity of teams and coaches them to a higher level of maturity at a sustainable pace (though use of bp approved tools)
Helping the product team to estimate and forecast their work better
Supporting the product owner to manage the expectations of stakeholders
Driving the continuous improvement of the product and the team
Working close together with team leads to align on development paths of the team members
Covering the financial aspects in strong alignment with the team leads to enable and support the product team
Driving and support the solution and development of the respective products
Creating architecture compliant solution strategies for demands (e.g . feasibility study) that conform both to customer requirements and solution development standards
Driving the development analyzing and designing of technical, application and technology architectures in alignment with the IT architecture principles
Ensure the consistency and quality of the respective products from the perspective of solution architecture
Steering and monitoring of implementation partners during design as well as implementation phase
Ensures the mapping of client/business requirements to systems/technical requirements
Taking into account the requirements in terms of performance, IT security, availability, documentation, monitorability and auditability aspects
Ensure that expected application quality attribute levels are achieved
Lead and deliver requirements, scoping and design workshops, ensuring requirements are well documented
Acts as quality gate keeper to ensure operational readiness and ensures that implementations and ongoing services are delivered on time and meet client requirements
Support in review of cost and design optimized solution designs based on understanding of costs and returns of investments by supporting the release and budget planning
Provide expert level support (3rd level support) and technical mentoring to implementation and delivery team and/or operational units
Maintain deep, comprehensive knowledge of ServiceNow's capabilities and constraints
Recognize and develop opportunities to leverage ServiceNow as a platform
Supports internal service review meetings covering performance, quality aspects and processes
Creation, alignment and implementation of architectural guidelines for the area of responsibility
Senior technical member of the team, deliver hands-on configuration, development and integration services and serve in a delivery assurance capacity for deliverables
Works in an agile environment and is experienced in agile development methods
Plan and coordinate all phases of releases and testing and test acceptance; design and oversee development of testing related work products; lead test remediation cycles
Develop and present business case material for senior prospect and customer stakeholders. Supports the creation and delivery of presentations and product demonstrations
Cooperation with Pre-Sales Solution Consultants/Architects on enhancements and new business solutions
Follows up on outstanding development needs and provides status reports to the stakeholders
Communicate technical problems and solutions to both technical and non-technical audiences
Scoping and delivering Proof of Concept / Proof of Value engagements
Act as the ServiceNow subject matter expert for his/her products towards the organization
Develops technical specifications and makes recommendations towards implementation of standard functionality or configuration of individual solutions
Analyzes requirements, develops specifications and designs innovative solutions to business problems or recommendations to improve system capabilities automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap
Builds service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service
Performs technical validation and testing to ensure requirements are satisfied
Evaluates and aligns solution concepts created by implementation partners or other functional areas
Supports in developing system architecture/interfaces
Loads, adapts and maintains data between ServiceNow and other systems
Recommends improvements and/or changes to technical design where appropriate
Performs coding and moving changes across platforms (dev/test/prod)
Works in an agile environment and is experienced in agile development methods
Participating in the project planning process with business and IT specialists
Supporting multiple projects as team member or development team leader
Creates and implements technical documentation incl. operational processes, test activities and quality standards
Analysis of errors and their elimination in the context of incident and problem management, supports failure and disaster recovery tests
Reviewing modules for quality assurance, system integrity and security, checks compliance with architectural standard
Performs regular data audits and resolve identified issues if found
Provides 2nd and 3rd level support for the ServiceNow platform and its modules
Ensures that implementations and ongoing services are delivered on time and meet client requirements
Supports internal service review meetings covering performance, quality aspects and processes
Supports security management and execution of risk management processes of technical service operation in accordance to company frameworks
Escalates to vendor for defect and incident resolution as required
As a Strategic Digital Experience Specialist (m/f/d) you are the first point of contact when it comes to data analysis and reporting for our Website and Webapps
You mine data to find opportunities and use analytics to support the User Experience & Analytics team in achieving their goal
You generate data-driven insights using customer journey, traffic and funnel analyses on the effectiveness and success of our campaigns and identify optimization potential
You develop data-based recommendations for action on strategic decisions, especially in collaboration with our Product leads and product management, but also help with ad-hoc requests
You prepare data and reports with the help of visualization tools (Adobe Workspace)
You will define, monitor and further develop appropriate digital KPIs
Creation of dashboards to track key business metrics and maintaining and developing web tracking in Tag Manager is also part of your daily business
In-depth knowledge of web analytics
You analyse our digital presences in Adobe Analytics and thus ensure an exceptional customer experience journey and continuous improvement of conversion
You proactively support the UIUX Designers with in-depth insights of web analytics to define User Journeys and overall User flows in our platforms
You can also collaborate on cross-departmental projects and take on your own projects, e.g. the introduction of new analytics tools
Collaboration with our Marketing, Brand, Product, and various other teams on current projects is also part of your diverse tasks to prepare data-based decision-making
System operations, maintenance and documentation in accordance with compliance requirements as well as quality assurance and development of standards
Providing 2nd Level support and provide training and documentation to users and to 1st Level Support Team
Execution of failure and disaster recovery test
Ensuring system integrity and security through necessary measures, for example log analysis and patch management
Execution of project management tasks in IT infrastructure projects and responsible to provide project deliverables
Development and implementation of technical guidelines and standards
Design and implement Office 365 and related technologies including but not limited to, Exchange Online, Exchange Server, Microsoft Teams, Active Directory and Active Directory Federation Services (ADFS), Active Directory Synchronization, SharePoint, OneDrive for Business and Azure AD
Eliciting of business requirements and review of options with customers, business units, and end users to ensure complete testing with few defects or unexpected problems
Analysis, and evaluation of business requirements and user needs
Design, preparation, and review of documentation of requirements and change management with business needs to ensure full understanding, and where needed, acceptance
Compiles and elaborates functional and non-functional requirements
Explaining any technical issues or open questions to business customer
Communication of business objectives to technical teams and technical solutions to the business customer
Documenting and communicating all open issues or open questions about business processes or procedures to the team
Configuring system settings and options; plans and executes unit, integration and acceptance testing; and creates specifications for systems to meet business requirements
Familiarize with the capabilities of the current integration platforms
Evaluate the various types of integration flows currently implemented in DB Schenker
Participate in all phases of the software development lifecycle, including discovery, analysis, requirements definition, solution design, configuration, code development, testing, deployment and support
Responsible for designing, building and documenting APIs
Collaborate cross-functionally with the stakeholders to gather and understand the requirements
Manage integration quality and develop ways to detect and correct anomalies
Develop monitoring and alerting process while building the integrations for scale
Advice and act as a point of contact for integration issues
Train and mentor integrations teams on working within the target operating model
Manage environments, user Access and integration applications configurations
Deploy and configure integration applications into the eiPaaS platform
Work with the necessary stakeholders to triage production bugs and to troubleshoot production issues
Maintain necessary documentation associated with platform deployment, operational process, SOPs with effective FAQs on common problems and steps to resolve the issue
Lead and establish necessary set up required for monitoring, alerting and tracing
Perform health checks and monitoring and reporting of issues using dashboard and tools
Identify and automate any manual/repeated tasks to improve efficiency
Take full responsibility for the preparation and successful realization of the initiatives and projects
Select methods and tools, using iterative techniques where appropriate
Plan and realize project deliverables in line with the project stakeholders expectations
Effectively lead the project team, mostly consisting of appropriately chosen software development professions (requirement engineers, architects, developers and testers)
Manage the expectations of all project stakeholders
Ensure project team delivers within agreed cost, timescale and budget
Assure stable operation of the delivered solution
Continuously improve your own professional skills and contribute to the growth of project management maturity on local and global level