Accountant (Helpdesk) with German

International Business Machines Corporation; Kraków; In loco; PLN 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

IBM Consulting in Kraków is hiring a Process Delivery Specialist for Service Operations. You will ensure day-to-day service delivery meets metrics and quality standards while collaborating with the operations team to drive improvements.

The role requires German (B2/C1) and English (B2) and involves handling queries from suppliers and client employees, with a focus on continuous improvement and service excellence.

Competenze

• Exposure to day-to-day service delivery processes and metrics.
• Experience working with external customers.
• Basic knowledge of process improvement.
• Familiarity with transformation initiatives.

Mansioni

• PTP query handling via email and phone in German and in English.
• Contact with suppliers and client employees to expedite queries handling.
• Deliver day-to-day service: ensure smooth service delivery, meeting metrics and quality standards.
• Communicate with external customers: address needs and concerns professionally.
• Implement process improvements: identify areas for improvement and implement changes.
• Support transformation initiatives under guidance of senior team members.

Conoscenze

German B2/C1

English B2

Service operations

Process improvement

Customer communication

Strumenti

JIRA

SAP

Descrizione del lavoro

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

As a Process Delivery Specialist in Service Operations, you will ensure day-to-day service delivery runs smoothly and complies with operational metrics and quality standards. You will collaborate with the operations team to implement process improvements, ensuring consistent and efficient service delivery.

Your primary responsibilities will include:

• PTP query handling via email and phone in German and in English
• Contact with Suppliers, Client employees to expedite queries handling
• Deliver Day-to-Day Service: Ensure smooth service delivery, meeting operational metrics and quality standards by performing tasks according to established processes and procedures
• Communicate with External Customers: Effectively communicate with external parties, addressing their needs and concerns in a timely and professional manner
• Implement Process Improvements: Collaborate with the operations team to identify areas for improvement and implement changes that enhance service delivery efficiency and consistency
• Support Transformation Initiatives: Contribute to transformation initiatives under the guidance of senior team members, focusing on continuous improvement and service excellence.

Required technical and professional expertise

• Exposure to Service Operations: Familiarity with day-to-day service delivery processes and procedures, including operational metrics/SLAs and quality standards.
• Experience Working with External Customers: Understanding of effective communication techniques for addressing customer needs and concerns in a timely and professional manner.
• Basic Knowledge of Process Improvement: Exposure to identifying areas for improvement and implementing changes to enhance service delivery efficiency and consistency.
• Familiarity with Transformation Initiatives: Basic understanding of contributing to initiatives focused on continuous improvement and service excellence under guidance.
• German language B2/C1, English B2

Preferred technical and professional experience

• Basic Knowledge of Process Analysis: familiarity of SAP or any other accounting system, exposure to analyzing processes and identifying areas for improvement, including understanding of workflow optimization and efficiency gains.
• Familiarity with Customer Service Tools: Basic understanding of tools and systems used to manage customer interactions, including ticketing tools e.g.JIRA and customer relationship management software.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.