In this role, you build and operate the analytical data foundation for our functions – Support, Service Delivery, and Group IT – across the entire customer journey. * Linking all key data signals along the customer journey, including customer portal and self-service interactions, ticketing and ITSM data, telephony and IVR, CRM, ERP, delivery processes, product telemetry, as well as incident and release data * Design and implementation of dashboards and reports for support, service delivery, and group IT – user-centric, action-oriented, and consistently focused on steering and decision-making * Responsibility for support and ITSM ticketing, IVR, and the cases delivery pipeline, including incident and release management as well as go-live, rework, and telemetry steering to ensure stable CRM/ERP processes (customer, contract, entitlement) and high SLA compliance
mehr