Oorspronkelijke vacature omschrijving:

The organisation

Mercedes-Benz’s goal is to produce the world’s most desirable cars. The company focuses on developing, producing, and selling passenger cars, vans, and vehicle-related services. The Mercedes-Benz Customer Assistance Center (CAC) in Maastricht, Netherlands, is building and driving the luxury experience for our customers. The CAC is running a customer contact center for European Markets, covering customer service requests, questions regarding our Mercedes-App family, and retail support. Globally the CAC governs all processes and systems for MB’s customer contact centers in 54 locations..

1200 employees from 42 countries add diversity and enrich an organization that drives customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. For over 25 years Mercedes-Benz CAC has aimed to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all the talented and motivated colleagues who contribute to the success of our company.

The function

The Business Intelligence Specialist is part of the BICC team. The BI's are responsible for providing best-in-class reporting solutions, consultancy, and support to all stakeholders across the world.

The task of the BICC department is to provide transparency to the organization concerning the performance and quality of our contact centers, agents, dealers, MOC’s vehicles and processes as well as the satisfaction of our customers with these products and services.

The BICC team consists of Business Intelligence, Business Analytics, Data Science, and Data Stewardship.

Your tasks and responsibilities ;

• Design, build, and implement BI solutions
• Convert business requirements into technical specifications
• Describe technical and functional changes needed in the BI tools
• Implement standardized best practices
• Identify and flag problems. Determine appropriate solutions in cooperation with senior specialists.
• Examine trade areas for new business opportunities
• Consult and advise management in solutions and approaches specialists
• Safeguard the quality of the services and solutions delivered to our users.
• Monitor the performance of the reporting environment
• Identify and flag problems. Cooperatively determine appropriate solution steps in collaboration with other specialists.
• Coordinate process and system requirements coming from the business partners.
• Enable standardization of KPI’s allowing transparency in worldwide performance.

Requirements

We are looking for someone with the following skills:

Technical

• Higher vocational or academic level (technical subject) through education or experience
• Data Modelling -> Understand the fundamentals of dimensional modeling (incl. DMR). Apply snowflakes and multi-fact/multi-grain models.
• SQL -> Write (nested) custom calculations and aggregation, multiple joins
• DAX -> Write simple DAX expressions, able to interpret complex nested DAX expressions
• Query performance optimization -> Optimize what is handled by the reporting server vs. database
• Data visualization -> User-story driven layout
• Impact analysis -> Perform impact analysis on limited changes along the whole lineage(e.g. impact of limited changes in the CRM system on a dashboard/report)
• Azure Cloud technology -> Understanding of Microsoft cloud computing platform, and cloud computing in general
• ETL -> Understand different steps/jobstreams of ETL. Understand ETL dashboards in BI Tool. Be able to spot errors/delays

Core skills:

• Project Management Methods (SAFe, Houston) -> Thorough knowledge of SAFe/Houston/ Prince2 in order to work dedicated to an agile team/project as a team member.
• Process opt./performance management -> Provide input regarding optimization for the execution of existing processes we report on/analyze; optimize the execution of our team's processes.
• Stakeholder & Expectation Management (Co-creation, Customer Orientation, Purpose) -> Understanding how the stakeholders' needs support their strategic vision (support stakeholder's development/refinement of their vision).
• Collaboration, Moderation & Co-learning (Co-Creation, Feedback, Learning) -> Understand the different roles in the CAC; Applying the communication model and group dynamics; share knowledge with the team, involve the right team members and together identify clear roles and responsibilities; giving, requesting and processing received feedback.
• Business & Results Orientation (Driven to Win, Pioneering Spirit) -> Ensure that CAC colleagues deliver the dependencies for your own output in time, or appropriately escalate if it cannot be resolved on your level.
• Strategic Thinking and Acting (Purpose, Pioneering Spirit, Empowerment) -> Define strategies for own focus & functional area, and ensure coherence with CAC strategies
• Flexibility, dealing with VUCA (Agility, Customer Orientation) -> Anticipate challenges, mitigate risks, plan contingency, and react to unforeseen circumstances related to the team and the CAC as a whole.

We offer

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.

The procedure

Does this role fit your expectations for a new challenge, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.