Enterprise Architect for Customer Service

Job Description

We are looking for a highly motivated and experienced IT Enterprise Architect (f/m/d) with a strong focus on end-to-end (E2E) customer service processes. You will play a key role in shaping and aligning our IT landscape across platforms such as SAP, ServiceNow, and other customer service-related systems. Your expertise will help drive the digital transformation of our global service processes, ensuring scalability, resilience, and excellent customer experience.

Your tasks and responsibilities:

- You are responsible for enterprise architecture management (including business IT alignment and application portfolio analysis) and the derivation of IT strategies from business requirements.
- You design and maintain the end-to-end Enterprise Architecture for all customer service processes,and supporting processes (egs. spare parts managment, returns management technician skill matching etc.).
- You Lead cross-functional workshops and architecture communities to align business goals with IT strategy
- You will drive the development of the architecture framework, the architecture roadmap and the application and data architecture for the end-to-end customer service business process.
- You guide the selection and integration of platforms such as SAP S/4HANA, SAP Sales Cloud, Salesforce, Oracle Sales Cloud, and ServiceNow etc.
- You model IT architectures and processes and drive the consistent design planning and implementation of IT solutions.
- You contribute to solution evaluations, RFI/RFP processes, and vendor selection in the customer service space
- You coordinate communication with all key decision-makers and relevant stakeholders and advise them on the development of the IT landscape
- You drive documentation and presentations to ensure executive alignment

Your qualifications and experience:

- You have a degree in computer science, industrial engineering or a comparable qualification
- You have experience as an Enterprise Architect or Solution-/Domain Architect in Customer facing IT landscapes
- You are familar with enterprise architecture methods and frameworks, governance structures, IT Service Management Frameworks (egs. TOGAF, Zachman, ITIL etc.).
- You bring functional or IT implementation experience across all customer service processes and functions (installation and maintenance, customer service, field service, material logistics and finance etc.)
- You have experience in the implementation of customer service solutions (e.g. ServiceNow, Salesforce, SAP Service Cloud, SAP Field Service Management, Oracle Sales Cloud, CPQ, Spryker etc.)
- You have extensive experience with data architecture and integration concepts and a very good understanding of cloud technologies (e.g. Azure, AWS)
- You have gained practical experience with enterprise architecture tools such as BizzDesign, LeanIX or Avolution and have good knowledge of modeling and managing business processes

Your attributes and skills:

- In addition, you have sound technological know-how and several years of experience in complex technology landscapes
- We require a very good command of English, both spoken and written, for cooperation with specialist departments in Germany and abroad. Ideally, you also have a very good command of German
- You are an organizational talent and impress with good communication and presentation skills
- You are a team player with strong interpersonal skills who can operate confidently in a global environment
- We do not compromise on quality - you work in a results and quality-oriented manner with a high level of commitment and have good analytical and conceptual skills
- You are flexible in thought and action, have a quick understanding and constructive assertiveness