This position will be part of the Processes & Systems team inside the Customer Experience (CX) Enablement business unit. The CX Enablement team empowers and facilitates all CX teams to focus on what is most important: our customers! We provide our teams with the product knowledge, data, and insights they need, work to continuously evolve our processes as we scale, and look after systems.
As a Systems Architect, you will be reporting to the Team Lead of Processes & Systems. You would collaborate closely with the CX Enablement team and cross-functional stakeholders to recommend and lead projects aimed at improving the CX's workflows, tools, communication systems, and performance against the current set of KPIs. Automation is key, and streamlining the way we work is an essential part of the role.
Your responsibilities will include:
Owning the administration of our internal tools (Zendesk, Gainsight, etc.), and administering them with confidence and resourcefulness
Being a point person for all questions and concerns about our internal tools
Leading projects aimed at improving CX's workflows, tools, communication systems, and performance
Responding to incident reports involving our internal tools and taking lead during the resolution process
Ensuring that all team workflows are optimized, and that changes to these are communicated and implemented effectively with empathy
Taking an active role in leading continuous improvement and proposals of innovative solutions for complex processes that contribute to achieving our goals
Creating structured documentation and learning resources (self-directed training courses, etc.) around each of our internal tools to increase adoption and remove knowledge bottlenecks
Collecting and prioritizing requests from CX teams to help them achieve their needs
Contribute to our tooling strategy by constantly evaluating our existing tool set, and identifying areas where we can improve
Helping to monitor the quality and effectiveness of the tools we use and boost efficiency on the team as we scale
Working with your team to determine and prioritise the most high impact projects
What you need to succeed
You enjoy fixing things when they break, and you're thrilled at the opportunity to use automation and tooling to solve anticipated problems
Familiarity and understanding of multiple web concepts (APIs, webhooks, etc.) and their applications
Previous experience with CRM systems (Salesforce, etc.)
Good organisational and interpersonal skills, and can get a complex task done on a timeline with multiple stakeholders
Being comfortable selecting, installing, and launching new tools and systems across multiple teams
Exhibiting tact, consideration, and poise under pressure when working through tough problems with your team and leadership
Excellent English written and oral communication skills (C1 level)
A self-learner who happily dives into new and complex technical tools to increase your knowledge, leveraging this within the team
Qualification/certification in the field of automation is a plus
Certification for Zendesk and/or Gainsight Administrator is a huge plus
Why Personio
Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work! Work with us and receive:
Competitive compensation package that includes salary, benefits, and pre-IPO equity
28 days of paid vacation, plus another additional day after 2 and 4 years (because we love what we do, but we also love vacation!)
2 Impact Days you can use to have an impact on the environment and society – one for an individual project of your choice and one for a company-wide initiative! #SocialResponsibility
Find your best way to work with our office-led, remote-friendly PersonioFlex! We offer a roughly 50% remote, 50% in-office working framework to suit your needs
Annual personal development budget of €1,500 for conferences, courses, books, career coach, etc.
Regular company and team events like Oktoberfest, ski trips, Christmas parties, and more! (COVID permitting)
High-impact working environment with flat hierarchies and short decision-making processes
Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
Save money with corporate discounts across brands like Adidas, LG, Bosch, Apple, and more
Invest in your retirement via the Personio Pension Scheme, including a Personio contribution
Choose between green mobility options, including a JobRad® bike or monthly public transportation ticket
Access multiple fitness studios and sports facilities across Germany for €22 per month with a subsidized Qualitrain membership
A beautiful, spacious office in the heart of Munich, complete with professional espresso machines, free drinks and snacks, and indoor and outdoor break spaces
We’re using technology to revolutionize the way HR operates, transforming the way millions of people experience work every day. In June 2022 we raised a second Series E funding of $200 million, allowing us to turbocharge this change and making Personio the fastest-growing and most valuable HR technology company in Europe.
With over 6,000 customers and a team of 1,500 in seven offices across Europe, now is the perfect time to join! We’re hiring talented, impact-driven individuals who want to be more than just another employee. Will you be one of them?
Personio is an equal opportunities employer. We are committed to building an integrative culture where everyone feels welcomed and supported. We #EmbraceUniqueness and understand that our diverse, values-driven culture makes us stronger. As we continue to scale, we focus on enabling our employees to grow both personally and professionally.
We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.
Thank you for considering a career at Personio. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to joinus@personio.de.
