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The goal is the integration of the Agent Cockpit into the existing architecture to optimize work processes in #CustomerService. The focus is on defining role and permission concepts, improving collaboration in the #RolePermissions stream, and identifying and prioritizing feature gaps. The role makes a significant contribution to achieving the project objectives by analyzing the status quo of Agent Cockpit features, developing measures to optimize collaboration in the #StakeholderManagement stream, and supporting the further development of features and UX sign-offs. Specific service description without personal reference: - Advising the CSS Transformation Lead on coordinating and implementing the role and permission concepts in the Agent Cockpit project, including identifying relevant requirements and optimizing cross-departmental collaboration in #ProjectManagement using #AgileMethods. - Capturing the status quo of Agent Cockpit features for Drop 1, including querying and documenting CSS-UX sign-offs to create a solid basis for further development steps. Documentation is done in #Jira and #Confluence to ensure seamless integration of insights into #BusinessProcessOptimization. - Advising on aligning the identified status with feature completeness to identify existing gaps and deviations and define necessary measures. The results are analyzed within #RequirementsManagement and further processed for #CustomerServiceManagement. - Identifying and documenting feature gaps, including structured gap tracking, prioritization, and solution approaches, documented in #Jira and #Confluence for traceability and control. - Advising on the approach to handling feature gaps, including decision-making for deprioritization or deferral to later development cycles (Drop 1e/2). #Scrum is used as the methodology to ensure iterative planning and implementation. - Tracking and controlling further feature processing to ensure transparency of progress and status. Documentation is done in #MicrosoftOffice, while regular reports and coordination are organized via #Reporting mechanisms and #ProcessMonitoring.
Must-Have Skills: - Experience in stakeholder management - Solid knowledge of project management - Ability to manage and prioritize backlogs - Creation and maintenance of user stories - Proficiency with agile methods - Experience with Jira and Confluence - Competence in requirements management - Experience in requirements engineering Nice-to-have Skills: - Background in business informatics - Knowledge in product management and product development - Experience in test management - Creation of technical documentation - Understanding of computer science and software development - Knowledge of Scrum - Experience with Microsoft Office - Skills in data analysis