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Epic Owner: Roles & Rights Management Customer Service (m/w/d) (9399)

Industry
Telecommunication
Areas
Customer Service
Information Technology (IT)

Project info

  • Period
    01.04.2025 - 30.06.2025
  • Capacity
    from 95%
  • Daily rate
    800 - 820€
  • Location
    Munich, Germany
  • Languages
    Essential:
    • German
      (Advanced)
    Desirable:
    • English
      (Advanced)
  • Remote
    from 95%

Description

The focus is on developing and implementing modern product catalog, order management, and CRM/CIM systems that enable seamless and efficient processes.

A key part of the project is optimizing customer service, especially adapting the agent cockpit features to new system landscapes.

This includes managing role and permission concepts in Salesforce and Customer Interaction Management (CIM) as well as defining technical requirements and ensuring their implementation.

Specific scope of work with no personal references:

  • Gathering requirements and functionalities for in-life roles and permissions using the Salesforce/CIM agent cockpit, documented in Jira and Confluence.

  • Evaluating solution designs for business requirements and technical feasibility.

  • Precisely defining requirements.

  • Developing technical concepts and solution drafts for the early planning phase (Salesforce Pre-Blueprinting), using Jira and Confluence for structuring and documenting the drafts.

  • Conducting technical assessments, especially for identity management systems like SailPoint.

  • Planning, defining, and handing over features to implementation teams with Jira for tracking.

  • Prioritizing requirements and documenting implementation plans in #Confluence.

  • Reviewing test cases, especially for correct role and permission assignments in Salesforce, using Jira for test case management.

  • Executing tests and tracking bugs in Jira for quick resolutions.

Requirements

Must-have Skills:

  • Stakeholder management
  • Quality management
  • Agile methodology
  • Jira
  • Requirements management
  • Salesforce

Nice-to-have Skills:

  • Backlogs
  • User stories
  • Business informatics
  • Computer science
  • Scrum
  • Confluence
  • Microsoft Office
  • Cloud computing
  • Data analysis