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Systems Architect

Job GB
Posted 13 Nov 2022
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Work experience
0 to 2 years
Full-time / part-time
Full-time
Job function
Degree level
Required languages
English (Fluent)
Dutch (Fluent)

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This position will be part of the Processes & Systems team inside the Customer Experience (CX) Enablement business unit. The CX Enablement team empowers and facilitates all CX teams to focus on what is most important: our customers! We provide our teams with the product knowledge, data, and insights they need, work to continuously evolve our processes as we scale, and look after systems.

As a Systems Architect, you will be reporting to the Team Lead of Processes & Systems. You would collaborate closely with the CX Enablement team and cross-functional stakeholders to recommend and lead projects aimed at improving the CX's workflows, tools, communication systems, and performance against the current set of KPIs. Automation is key, and streamlining the way we work is an essential part of the role.

Your responsibilities will include:

  • Owning the administration of our internal tools (Zendesk, Gainsight, etc.), and administering them with confidence and resourcefulness
  • Executing of system architecture standards and technical solution design within multiple internal tools
  • Key contributor to configuration, development, testing and quality assurance
  • Being a point person for all questions and concerns about our internal tools
  • Leading projects aimed at improving CX's workflows, tools, communication systems, and performance
  • Establishing and improving CI/CD and DevOps processes, including incident management
  • Ensuring that all team workflows are optimized, and that changes to these are communicated and implemented effectively with empathy
  • Researching, analysing, and implementing of suitable, innovative solutions for our CX business strategy
  • Creating structured documentation and learning resources (self-directed training courses, etc.) around each of our internal tools to increase adoption and remove knowledge bottlenecks
  • Collecting and prioritizing requests from CX teams to help them achieve their needs
  • Contributing to our tooling strategy, and providing advice on latest application and integration development, enterprise architecture standards, and DevOps
  • Helping to monitor the quality and effectiveness of the tools we use and boost efficiency on the team as we scale
  • Working with your team to determine and prioritise the most high impact projects
WHAT YOU NEED TO SUCCEED
  • You enjoy fixing things when they break, and you're thrilled at the opportunity to use automation and tooling to solve anticipated problems
  • Familiarity and understanding of multiple web concepts (APIs, webhooks, etc.) and their applications
  • Previous experience with CRM systems (Salesforce, Gainsight, Zendesk, etc.)
  • Good organisational and interpersonal skills, and can get a complex task done on a timeline with multiple stakeholders
  • Being comfortable selecting, installing, and launching new tools and systems across multiple teams
  • Exhibiting tact, consideration, and poise under pressure when working through tough problems with your team and leadership
  • Excellent English written and oral communication skills (C1 level)
  • A self-learner who happily dives into new and complex technical tools to increase your knowledge, leveraging this within the team
  • Qualification/certification in the field of automation is a plus
  • Certification for Zendesk and/or Gainsight Administrator is a huge plus
  • Qualification with development languages (e.g. Java, Python) is a plus
  • Qualification in the field of cloud platform and security is a plus
  • Experience/certification with TOGAF is a plus

Personio is the all-in-one HR software for small and medium-sized companies. Based in Munich, Madrid, London and Dublin, Personio's mission is to make HR processes as transparent and efficient as possible so HR can focus on what matters most: people and strategy. The Personio solution includes human resources, recruiting and payroll and supports all core HR processes every business needs to do. Almost 3,000 customers operating in over 80 countries use Personio.

IT
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Active in 4 countries
500 employees