system owner (case management tool) in gothenburg

Job description
Randstad Technologies are now looking for a system owner for our client Pagero. They need an experienced case management system owner with background from a support organization. Here you will be responsible for maintenance, improvements and optimization of the case management tool Zendesk as well as support documentation.

As Zendesk system owner you will be doing day-to-day configuration, support and maintenance. You will also translate business requirements into technical Zendesk solutions.
You will be involved in developing and documenting current and new processes both internally towards the support organization, other departments and customers.
Pagero offers an entrepreneurial culture, a fast-growing and adaptable environment, where you can be challenged and motivated together with a social and helpful team. Their office is located in the center of Gothenburg, just a short walk from Brunnsparken.

Responsibilities
As System owner & Documentation responsible – Global Support at Pagero your main responsibilities will be:          
-Translating business requirements into Zendesk design and implementing steps that ensures scalability and alignment to standards for the support organization and Pagero's long-term goals.
-Take leadership in identifying new capabilities and innovations from Zendesk developments and translate this according to what is relevant to implement for Pagero's support organization.
-Interact with Zendesk contacts directly to drive roadmaps and align support for our growing needs. This includes proactively suggesting new and improved feature availability and capability to the organization.
-Design and configure Zendesk workflow (Support, Chat and Guide modules and Zendesk integrations
-Be part of the creation of team processes and procedures, making sure these are documented, updated and available for the support organization, customers and other departments.
-Manage requests regarding changes or updates in Zendesk, other Support systems or Support documentation. Take action in relation to the possible risks and consequences of these modifications for the organization.
-Assist cross-functionally in implementing new or enhanced features in the Support systems and/or processes to improve Customer Service, Support and internal communication.
-Design and configure Zendesk workflow (Support, Chat and Guide modules and Zendesk integrations.

Working hours
Full time

Qualifications
We are looking for candidates who have experience from large support organizations and have had similar roles before.
If you have prior experience from Zendesk, that is a bonus. If you haven’t worked with Zendesk, you’ll need to have experience from working with other case management tools.
You need to have some knowledge in HTML.
This position requires strong verbal and written communication skills in English.
We put emphasis on personal suitability and we are looking for candidates with a curious mindset and a good ability to understand business needs. You also need to have a technical interest and a motivation to improve, optimize and make things a bit better, a bit more efficient for every new release. Another important trait is to be thorough and have an understanding for how part of systems work and how they affect each other. Having a test first – release when ready -  attitude is an excellent mindset for this position.
For us, it is important that all competence and skills in the labor market are utilized. We welcome all applicants and strive for diversity.

Experience
At least 2 years’ experience from similar positions.

Application
2021-03-31, selection and interviews will be ongoing. The position may be filled before the last day of application, therefore, apply as soon as possible.
For more information: carolina.klockaregullesjo@randstad.se

About the company
We believe business should be easy. That’s why we are building the world’s largest, open business network. With our cloud-based network, you can reach any business, anywhere in the world – no matter how many borders your operations may cross. We take care of the technical and regulatory requirements across your entire order-to-cash, purchase-to-pay and freight processes, to give you data accuracy and security, transparency and real-time visibility. All this through a single connection.