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Subject Matter Expert for Travel

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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.