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
Aside from the people, our culture, and mission, there are numerous arguments that make Personio a great place to work:
In order to benefit from the company's success, we offer you a competitive compensation package that includes your salary, benefits, and virtual shares
28 days paid vacation plus an extra day of vacation every two years (up to 30 days in total)
Two Impact Days, for making a positive impact on the environment and society. Use one day each for an individual project and for a company-wide initiative! #SocialResponsibility
Decide for yourself with PersonioFlex where you can work most effectively. For this we offer you a flexible 50% remote, 50% in-office working framework
Use an annual development budget of €1,500, which you can use as you wish, for example for courses or career coaching.
Celebrate with us at joint team events, such as Oktoberfest, ski trips, Christmas parties and more! (currently limited due to COVID-19)
Personio offers you a diverse, equal opportunity and multicultural environment with short decision-making processes, in which you can achieve a lot
PersonioCares offers you support in many areas, including parental leave, child support, mental well-being and the possibility of a sabbatical
Spare Money with corporate benefits from brands like Adidas, LG, Bosch, Apple and many more
Get the opportunity to invest in your pension with the Personio Pension Scheme
Decide whether you want a JobRad® as a company car or a monthly ticket for local public transport
With the subsidized membership of Qualitrain, you can train in many sports studios and other sports facilities throughout Germany for only €22 a month
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.