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Workflow Architect

Reference number

PLSL/10

Creation date

2019-10-10

Job position

Workflow Architect

Province

małopolskie

Localization

Cracow

Scope of duties

In Cyclad we work with top international IT companies in order to boost their potential in delivering outstanding, cutting edge technologies that shape the world of the future. Workflow Architect will be responsible for creating, defining and maintaining workflows and inquiries handling processes that meet state of the art shared service user experience (customers, operations & other stakeholders)
Project information:
  • Industry: Travel – Airline Business
  • Type of project: creating, defining and maintaining workflows and inquiries handling processes that meet state of the art shared service user experience
  • Location: Cracow
  • Project language: English
  • Project length: indefinite
  • Assignment start date: 01.2020
  • Remuneration: 18 000 – 20 000 gross PLN on employment contract; 21 000 - 24 000 net PLN on b2b
Project scope:
  • Design modern ticket workflow processes with cross-process (Finance, HR, Global Mobility etc.) functional scope in workflow solution (SSF)
  • Research and develop strategic road map & plan for workflow solution (SSF) to communicate rationale and generate/use data to support recommendations for future setup to fulfill demand of different processes. This should include process flows, user flows, audience research, benchmarked goals/KPIs, etc.
  • Design and develop contact center setup and organization structures and implement changes with respective operations centers
  • Collaborate with FI/HRS Process Architects and IT Project Team on UI design and on other related system interfaces during development and implementation
  • Develop business cases for future features as part of the strategic roadmap and pitch those for budget allocation together with IT Product Owner
  • Present future functionality to stakeholders for feedback and effectively communicate rationale behind choices backed by data
  • Create & document reusable and scalable workflows and ticket handling procedures that are modular, generic, and flexible. Base those on common practice build into SSF for most cost sensitive solutions
  • Ensure full reporting capabilities to fulfill all needs to steer, manage and report user experience and operational performance/efficiency in workflow solution (SSF)
  • Constantly improve operations knowledge of workflow solution (SSF) tool and new features including development of user instructions and training materials before implementation with support of Knowledge Management/Learning organization
  • Support for planning and conduct user testing, rapid prototyping, data analysis, usability and accessibility concerns

Basic requirments

Competence demands:
  • Proven track record of professional experience in defining workflow service processes, with demonstrable success in implementing best in class processes
  • Extensive knowledge of standard workflow solutions - SAP SSF nice to have, optionally: ServiceNow, Zendesk, HubSpot, Salesforce, Atlassian etc.
  • Experience in IT related/business project management / SAP consulting
  • Passion for user experience & workflow optimization and experience with setting up most efficient service center structures globally
  • Ability to rapidly assess Customer environments from a business process, organizational and technological perspective, and effectively communicate opportunities for optimization.
  • Architecting end user focused and customer facing solutions
  • Overseeing the execution of the optimization/standardization projects and their operational transition
  • Excellent problem-solving skill & out of the box thinking
  • Excellent stakeholder management on various levels within global matrixed organization
  • Excellent verbal and written communication skills as well as reporting and presentation expertise
  • Travel as needed to accomplish tasks

We offer

We offer:
  • Stable long-term cooperation based on employment contract or b2b
  • Relocation package: 4000 PLN net
  • Flexible working hours
  • Perks including among others medical care, Multisport card and possibility to participate in interesting events
  • Challenging and rewarding job within a dynamically growing and prospective multinational organization
  • Cooperation and possibility to exchange knowledge with a team of professionals from a global consulting company
  • Key role in the company transformation