Job details

Employment type: Full-time

Job category: Consulting

Job industry: Information Technology And Services

Experience level: Associate

Description

Job description:

• Consulting travellers on valid legal and central directive instructions, as well as optimal travel tool usage;
• Supporting travellers in case of tool and handling errors for the cloud-based travel solution and mobile application;
• Providing hands-on and ad-hoc help/solutions to ensure a smooth business trip for Bosch travellers;
• Any other tasks related to area of responsibility requested by direct superior.

Training responsibilities:

• Hands-on-coaching, coaching;
• Planning, organizing, creating/revise/maintain training materials and deliver trainings: general training, new releases, refresh and internal reports;
• Coordinating knowledge management: KB Update & Maintenance;
• Alignment with internal departments (Training, Quality, etc.);
• Supporting related key user tasks;
• Coordinating creation / update operational documentation.

Support responsibilities:

• Providing support to associates for daily operations;
• Mentoring and guiding agents through challenging situations and demanding customers;
• Reviewing, test and implement new tools and procedures;
• Training for associates when new tools and procedures are carried out;
• Providing key user assistance when situations require it;
• Solving low to medium complexity problems / escalations and maintain;
• Solutions on Knowledge- base platform – in collaboration with quality Responsible;
• Communication and measure follow-up in alignment with Teamleader;
• Performing additional duties as required by the direct superior;
• Identifying process optimization;
• Participation in project meetings;
• Project documentation (. risk analysis, quality gates etc.)
• Project documentation within bTravel project (process, docupedia, best practices);
• Testing and improvement (mainly IVR) (Intelligent Virtual Routing);
• Coordinating of support-related implementation activities for new countries;
• Coordination implementation activities for new services and pilots;
• Supporting for strategic development and global rollout planning ( new support regions);
• Automation activities (evaluation of automation potentials);
• Preparation of contracting (new country rollouts, new entities).

Qualifications

• Bachelor's degree;
• Language: English  - Advanced;
• Good knowledge on MS office programs and great interest in IT applications, SAP knowledge and experience with cloud solutions is a plus;
• Technology orientation;
• Understand complex relationships and processing;
• Process and goal orientation – display and playback of processes;
• Analytical thinking - process understanding;
• Proactivity and continues involvement;
• Communication skills – empathy;
• Attention to details;
• Problem - solving skills;
• Pleasure in documentation - structured way of working;
• Willingness to travel;
• Customer orientation and very good communication skills.