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At the core of the project is the development and implementation of modern product catalog, order management, and CRM/CIM systems that enable seamless and efficient process design.
A central aspect of the project is the optimization of customer service, particularly the adaptation of agent cockpit functionalities to new system landscapes.
This includes the management of roles and rights concepts in Salesforce and Customer Interaction Management (CIM) as well as the definition of technical requirements and their implementation.
Detailed service description with no personal reference:
Gathering requirements and functionalities for in-life roles and rights with the Salesforce/CIM agent cockpit using Jira and Confluence for capturing and documentation.
Evaluating solution designs against business requirements and their technical feasibility.
Precise definition of requirements
Developing technical concepts and solution drafts for the early planning phase (Salesforce pre-blueprinting), supported by Jira and Confluence for structuring and documenting the drafts.
Conducting technical assessments, especially for identity management systems such as SailPoint,
Planning, defining, and handing over features to implementation teams using Jira for tracking
Prioritizing requirements and documenting them in the implementation plans in Confluence.
Reviewing test cases, especially for the correct assignment of roles and rights in Salesforce, incorporating Jira for capturing and managing test cases.
Executing tests and tracking defects through Jira for rapid issue resolution.
Must-have Skills:
Nice-to-have Skills: