Cloud Support Consultant

Unit4; Wrocław; On-site; PLN 160,000 - 210,000; Full time

Job summary

Unit4 is seeking a Cloud Engagement Consultant to join our Cloud Hub team in Wrocław. You will act as the primary contact for Cloud inquiries, manage service request communications, and drive cross-functional collaboration with Cloud Operations.

Additionally, you will maintain an AI-driven knowledge base, improve searchability, ensure compliance and security, and develop user guides and training materials to promote adoption of new tools and processes.

Qualifications

• Experience in cloud support or cloud engagement roles.
• Strong written and verbal communication with stakeholders.
• Ability to maintain and improve knowledge bases and documentation.
• Familiarity with security and compliance considerations in cloud environments.

Responsibilities

• Respond to Cloud inquiries as the primary contact for Cloud Operations.
• Coordinate communication around Cloud service requests and track SLAs.
• Foster cross-functional collaboration across internal and external stakeholders.
• Maintain and enhance the AI-driven knowledge repository for discoverability.
• Develop user guides and training materials for various user groups.
• Implement feedback mechanisms and support tool adoption.

Job description

We are seeking a Cloud Engagement Consultant/Cloud Support Consultant to join our Cloud Hub team. In this role, you will foster clear, consistent communication between stakeholders and Cloud Operations, ensuring that all Cloud-related inquiries and service request communications are handled effectively. You will serve as the first point of contact for Cloud-related questions, maintain and enhance our AI-driven knowledge base, enhancing content discoverability, and ensuring compliance and security. In addition, you will help standardize processes and resources related to Cloud engagement and services, driving greater transparency, alignment, and ease of use for stakeholders. You will also develop user guides and training materials, implement feedback mechanisms, and support initiatives that promote adoption of new tools, processes, and services.

Key Responsibilities

• Respond to Cloud Inquiries – Serve as the primary point of contact for all Cloud-related questions, ensuring timely, accurate responses in collaboration with Cloud Operations.
• Coordinate Service Request Communication – Manage communication around Cloud service requests, providing stakeholders with timely updates, tracking progress, and ensuring visibility of SLAs and delivery milestones.
• Facilitate Cross-Functional Collaboration – Enable clear communication across internal and external stakeholders, ensuring effective, responsive, and transparent engagement.
• Improve Knowledge Base Repository Content – Continuously update and refine the AI-driven knowledge repository, addressing content gaps and improving relevance, accessibility, and discoverability.
• Enhance Search and Content Discoverability – Optimize search functionality and ensure content can be easily found and applied by users.
• Ensure Compliance and Security – Maintain compliance and security standards across all documentation and communication, especially regarding sensitive or regulated information.
• Standardize Cloud Engagement resources and processes – Create and maintain high-quality, consistent materials, including communications, the service catalog, and other user-facing tools, to enhance clarity, alignment, and overall stakeholder engagement.
• Create User Manuals and Training Materials – Produce clear, user-friendly manuals, guides, and training content tailored for different user groups.
• Implement Feedback Mechanisms – Collect insights from stakeholders to inform continuous improvements in communication, knowledge content, and engagement tools.
• Support Training and Adoption – Assist in training initiatives that promote best practices and help users adopt new tools, processes, and features.
• Maintain Domain Awareness – Stay informed on relevant technologies, services, and organizational practices to ensure accurate, timely, and value-driven support and engagement.
• Participate in Cloud Hub Activities and Delivery – Take an active role in Cloud Hub initiatives, collaborating on Cloud engagement activities, delivering content, and ensuring smooth execution of projects and programs.