Support Operations Program Manager

at  Celonis SE

We’re Celonis, the global leader in Process Mining technology and one of the world’s fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.

KNOWLEDGE & AI

• Facilitate training sessions and create resources to help engineers effectively leverage the AI tool for knowledge retrieval and case resolution.
• Monitor the AI tool’s performance, gathering feedback from engineers to identify improvement opportunities and drive updates or refinements.
• Ensure the L2’s are following the process to ensure the AI tool’s recommendations remain accurate, relevant, and up-to-date and that relevant responses are captured in the knowledgebase.
• Lead and manage the KCS Coaching Program, ensuring coaching sessions are consistently conducted, managers are informed and aligned with coaching activities, and engineers receive the guidance needed to adopt KCS practices, improve knowledge quality, and foster a culture of continuous learning and collaboration

THE QUALIFICATIONS YOU NEED:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field.
• Proven experience in either IT Service Management or Customer Support with a focus on service improvement.
• Strong understanding of ITIL or support processes in a technology-related environment
• Strong understanding of the KCS Knowledge Management Methodology, with KCS Certification being a plus.
• Have knowledge of Project Management methodologies (Scrum, Agile, PMI, etc.)
• Excellent problem-solving skills, with the ability to identify and implement effective solutions.
• Strong communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
• Strong leadership and project management skills, with the ability to lead and manage complex service improvement initiatives.
• Proven ability to influence without authority across a services team
• Knowledge of Salesforce Service Cloud, Jira Service Management, Support Logics, Celonis EMS, Datadog, OpsGenie, Slack and application integrations.

ABOUT US:

Celonis helps some of the world’s largest and most esteemed brands make processes work for people, companies and the planet. With over 5,000 enterprise customer deployments across nearly every industry, the Celonis Process Intelligence Platform uses process mining and AI to give you a living digital twin of your business operation. It’s system-agnostic and without bias, and empowers companies to reduce waste, create value and benefit people across the top, bottom, and green lines. Since 2011, the Celonis platform has enabled its customers to identify more than $18 billion in value. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide.
Get familiar with the Celonis Process Intelligence Platform by watching this video.

THE ROLE:

Combining project management, analytical, and operational skills with process improvement practices, you will manage end-to-end programs, collaborating with internal and external stakeholders to ensure successful delivery. Building strong, cross-functional relationships will be critical to your success, as will your ability to adapt and complete hands-on tasks required to run and deliver these programs effectively.