Professional, Customer Service Systems

What you'll do

• Manage day-to-day operations of customer service systems to ensure stability, data accuracy, and timely issue resolution.
• Analyze system incidents and recurring issues to document root causes and implement corrective actions.
• Translate business needs from stakeholders into technical requirements for system enhancements and improvements.
• Implement AI, advanced analytics, and automation to modernize commercial platforms and optimize pricing and revenue.
• Perform system configuration, testing, validation, and deployment activities in alignment with IT and quality standards.
• Monitor performance metrics and prepare reports to drive continuous improvement initiatives for customer service operations.
• Maintain data integrity, manage user access, and ensure compliance with internal controls and governance requirements.
• Create technical documentation, knowledge articles, and support materials for internal users and stakeholders.

What we're looking for

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• Coursework or concentration in systems, analytics, or business process management (preferred).
• 2-4 years of experience supporting business applications, customer service systems, or IT service operations in a corporate environment.
• Technical skills in application support, incident management, and basic system configuration or testing within enterprise platforms.
• Working knowledge of IT service management concepts including ticketing, SLAs, change management, and root cause analysis.
• Strong business skills including requirements gathering, process documentation, and translating business needs into technical solutions.
• Experience supporting customer service, commercial, or order-to-cash systems in a regulated or global organization (preferred).
• Familiarity with data reporting tools, dashboards, basic SQL/Excel analysis, or UAT (preferred); ITIL Foundation certification (preferred).