private medical care
- Valid for 19 daysuntil: 12 Aug 2021
- Remote recruitment
- Remote work
- contract of employment
- manager / supervisor
Primary Objective: Understanding of Client channel adoption landscape and overlooking tactical plan to drive automation and switch the traffic to automation channels:
Ensure automation targets are communicated to delivery/operations and monitored Partner with operations on reviving automation targets and checking their feasibility
Work with Sd delivery team on tactical plan to reroute the incoming demand to automation channel
Initiate conversations with account on contractual incentives for automation (e.g. less aggressive SLA for phone, more aggressive for chat)
Act as SME on automation topic in client discussions Partner with bot development team on content development and checking progress of dev/PM’s/content designers work
Digital Coaching process, serviceDesk SLA’a and processes, serviceDesk channels usage, contractual agreements.
Strong Communication and Documentation Skills, fluent English (Spoken and Written), analytics Skills (Data Analysis / Reporting), problem Solving Skills, Demand / Change Management Client Value and Service Excellence, conversational AI technology understanding (chatbots, AI, NLP, Machine Learning), Automation Evangelist, Program Management experience
Service Desk Process Knowledge (End-To-End), analytics Skills (Data Analysis / Reporting), presentation, excellent Communication Skills, Problem Solving Skills, Incident Management Demand / Change Management, Lead Management (Filling /Building Bridges between Ops - Technical Team – Program – Client Side),
Subject Matter Expertise in Technical Tools (Ticketing Tool / Software Deployment Tool / Specific Tool related to Client/Project) Subject Matter Expertise in additional disciplines will be an asset (eg. Cloud, Security, etc.) Agile/SCRUM framework understanding
Certifications: ITIL Process Certification, Engagement Management, Vendor Certification(s) (eg. Microsoft, etc)
no dress code
extra social benefits
employee referral program
Access to Pluralsight & courses e.g. MS Azure, AWS, Google
Capgemini is a global leader in consulting, technology services and digital transformation. Our scope is wide. One of the teams is End User Services - part of a business unit called Cloud Infrastructure Services. In our offices in Poland, we work as a team of 2500 employees, helping our customers around the globe to solve their IT issues.
Do you have any additional questions about our job offers? Check our Instagram (@capgeminipl) or visit our Facebook profile (Capgemini Polska).