The Service Specialist serves as the first point of contact for the consumer. Capturing the entirety of the problem the end-user is experiencing, Service Specialists are responsible for creating, capturing and classifying service calls, logging the information and providing an initial support and seamless communication in the local language of the end-user. Service Specialists are generalists, not specified on a certain business process domain. This role provides support to end-user mainly based on knowledge articles and professional experience with similar inquiries via phone, chat and portal by troubleshooting, checking KM, checking internet, and consulting with Technical Support Specialists or assigning tickets to responsible agile or system teams where needed. Also Service Specialists track and ensure that the tickets are progressing as expected (E2E ownership).
Service Specialists also constantly exchange information with the product teams in order to understand new technical capabilities, address gaps in knowledge articles, getting / providing feedback about the support process and the compliance to it. As a result, this cooperation achieves a comprehensive approach how to best collaboratively support end users.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
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Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
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Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
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A Process Operations Specialist acts in the One Stop Shop and is part of the support, continuous improvement, onboarding and adoption value streams. The Process Operations Specialist has a profound process understanding and is collaborating with the Business Support Community to continuously improve business processes and underlying IT applications. By this, he/she acts as a trusted advisor for the end-user in any kind of inquiry, as well as a bridge between the end user and other roles in the various support layers, and can raise incidents on behalf of the user area or work with managers to train users. The Process Operations Specialist is the expert on a specific operation process area, providing support to end-user based on in-dept and long-time professional experience in respective domains. In projects the Process Operations Specialist can also represent the interests of the systems user group and has the responsibility to coordinate and bring input from the area of responsibility to the project, as well as to communicate project goals, information and progress back to the business areas.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
These courses are mandatory for your role
These courses are not required for your role
Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
These courses are recommended for your role
These courses are not required for your role
Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
These courses / curricula are not required for your role
The System Process Specialist (IT OT) acts in the One Stop Shop and is part of the support, continuous improvement, onboarding and adoption value streams. The System Process Specialist (IT OT) has a profound process understanding and is collaborating with the Business Support Community to continuously improve business processes and underlying IT applications. By this, he/she acts as a trusted advisor for the end-user in any kind of inquiry, as well as a bridge between the end user and other roles in the various support layers, and can raise incidents on behalf of the user area or work with managers to train users. The System Process Specialist (IT OT) is the expert on a specific operation process area, providing support to end-user based on in-dept and long-time professional experience in respective domains. In projects the System Process Specialist (IT OT) can also represent the interests of the systems user group and has the responsibility to coordinate and bring input from the area of responsibility to the project, as well as to communicate project goals, information and progress back to the business areas.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
These courses are mandatory for your role
These courses are not required for your role
Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
These courses are recommended for your role
These courses are not required for your role
Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
These courses / curricula are not required for your role
The System Process Specialist (BVS) acts in the One Stop Shop and is part of the support, continuous improvement, onboarding and adoption value streams. The System Process Specialist (BVS) has a profound process understanding and is collaborating with the Business Support Community to continuously improve business processes and underlying IT applications. By this, he/she acts as a trusted advisor for the end-user in any kind of inquiry, as well as a bridge between the end user and other roles in the various support layers, and can raise incidents on behalf of the user area or work with managers to train users. The System Process Specialist (BVS) is the expert on a specific operation process area, providing support to end-user based on in-dept and long-time professional experience in respective domains. In projects the System Process Specialist (BVS) can also represent the interests of the systems user group and has the responsibility to coordinate and bring input from the area of responsibility to the project, as well as to communicate project goals, information and progress back to the business areas.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
These courses are mandatory for your role
These courses are not required for your role
Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
These courses are recommended for your role
These courses are not required for your role
Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
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The Business Process Expert actively pursues the implementation of the business process strategy and delivers solutions, technology and analytics for his/her dedicated area. This role is responsible for global state-of-the-art process design/redesign within his/her business process area as part of the E2E business process. For this purpose he/she works closely with the E2E GBPMs / BCMs and stakeholders to ensure that business processes in the area of responsibility are fit for purpose and aligned with the E2E process area strategy. This role also supports the prioritization, justification and realization of change requests in line with the strategic roadmap for his/her own process area, with support of the GBPM/ BCM. He/ she ensures the execution of processes is robust and established as a way of working, ensuring that documentation, guidelines and Standard Operating Procedures for his/her own process area are up to date. In the context of the E2E SM this role can also act as a Product Owner and/or a knowledge owner.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
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Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
These courses are recommended for your role
These courses are not required for your role
Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
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The Product Owner manages and prioritizes product backlog to maximise value. He/she supports the squad in setting the sprint goal and connects and partners with stakeholders and SMEs. He/she represents what business users want and need, has deep business knowledge and identifies synergies across business processes.
Product Owners translate objectives (Value) into requirements (MVP), interpret & clarify backlog items for the squad when they are unclear, and ensure value realization for business. They are empowered to make decisions, approve results (and the intermediate results) and decide on release of the product.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
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These courses are not required for your role
Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
These courses are recommended for your role
These courses are not required for your role
Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
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A Tester creates or conducts computerised system testing to ensure quality, design integrity and proper functionality.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
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These courses are not required for your role
Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
These courses are recommended for your role
These courses are not required for your role
Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
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The Business Analyst serves as a liaison between the business community and IT to provide technical solutions to meet user needs. He/she is specialized in requirements engineering, translating of highly complex and ambiguous requirements (from Business and IT) into detailed service requirements, meeting current business, customer and technical requirements, while observing defined security, quality and financial requirements.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
These courses are mandatory for your role
These courses are not required for your role
Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
These courses are recommended for your role
These courses are not required for your role
Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
These courses / curricula are not required for your role
The role of the Solution Architect is to work with our business groups in order to understand their business processes and information needs, as well as working with other members of our Informatics team to identify and design solution options that support business needs. The Solution Architect works toward consistency within / across groups and drives for reusage and simplicity by developing and maintaining a roadmap that is aligned with the business strategies and by taking into account technology trends. The Solution Architect drives the implementation and provides technical and business leadership where / when needed to achieve the vision and results of the roadmap. Also, the Solution Architect is responsible for involving Enterprise Architecture and other SMEs where applicable.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
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These courses are not required for your role
Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
These courses are recommended for your role
These courses are not required for your role
Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
These courses / curricula are not required for your role
The Developer is concerned with designing and implementing software and may also perform some elements of testing software. A Software Developer may take part in design, computer programming or project management, contributing to the application component or individual programming task level.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
These courses are mandatory for your role
These courses are not required for your role
Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
These courses are recommended for your role
These courses are not required for your role
Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
These courses / curricula are not required for your role
Under general direction, the Solution Support Engineer maintains and supports solutions in collaboration with internal and external suppliers, in accordance to the appropriate service level agreements (SLAs), Standard Operating Procedures (SOP, e.g. for Incident Management, Change Management, etc.), and quality and documentation standards. He/she maintains and supports solutions, procedures and business processes that meet business, customer and technological requirements.
The Solution Support Engineer is responsible for maintaining and supporting solutions, procedures and business processes that meet business, customer and technological requirements, as well as managing enhancements and changes to solutions by following industry best practice procedures and internal processes and procedures.
Mandatory E2E SM training resources You need to complete these training courses so that you are ready for your E2E SM role
These courses are mandatory for your role
These courses are not required for your role
Additional "job aid" resources These training resources give you additional background and essential "how to" knowledge for your E2E SM role.
These courses are recommended for your role
These courses are not required for your role
Foundational trainings for your role These trainings are, amongst else, part of your role outside of the E2E SM, whether you are from Business, IT or One Stop Shop.
These courses / curricula are required for your role
These courses / curricula are not required for your role
All the trainings recommended to IT Roles are gathered on IT Learning Journey page.
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