We're Celonis, the global leader in process mining technology, and we’ve delivered enormous value to the world’s largest and most esteemed companies.  To continue to help organizations uncover hidden business value opportunities, reduce carbon emissions, and radically improve customer service, we need you to join us. 

The Team:

The Customer Support Organization at Celonis strives to be a world-class support organization by providing exceptional assistance to our customers in navigating and optimizing their technical software experience. With a commitment to excellence, our dedicated team of experts ensures prompt and effective resolutions, elevating Celonis users' satisfaction to new heights.

The Role:As Salesforce Business Analyst Intern for the Customer Support organization, you will support the day-to-day needs of the support engineers who are using the tool.  Additionally, you will manage end-to-end QA testing, bug identification/reporting and enhancement requests.  

The work you’ll do:

⦁ Collaborate with the customer support teams to understand their workflow, processes, and pain points within Salesforce.

⦁ Work closely with customer support leadership to gather and document detailed requirements for Salesforce enhancements.

⦁ Submit identified enhancements to the CRM team including detailed requirements/user stories.

⦁ Monitor the customer support tools slack channel and provide ongoing support and troubleshooting assistance to engineers, ensuring their effective utilization of Salesforce Capabilities.  

⦁ Submit any found bugs to the CRM team for resolution and alert the CS engineers about the bug and any suitable workaround and ETA for resolution.  Follow the bug through resolution, perform appropriate QA testing and alert the engineers once the bug has been resolved.

⦁ Perform QA testing in both staging and production environments pre and post release and report any issues to the CRM team as required.  

⦁ Develop and deliver enablement / training session for new/updated functionality. 

The qualifications you need:

⦁ Pursuing a Bachelor’s Degree in Computer Science, Information Systems, or related field.

⦁ Interest/experience in either IT Service Management or Customer Support

⦁ Interest/understanding of ITIL or support processes in a technology-related environment.

⦁ Interest/knowledge of Project Management methodologies (Scrum, Agile, PMI, etc.)

⦁ Excellent problem-solving skills, with the ability to identify and implement effective solutions.

⦁ Strong communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.

⦁ Strong leadership and project management skills, with the ability to manage bug fixes and enhancement requests from identification through completion/resolution.

⦁ Ability to influence without authority across a services team.

⦁ Knowledge of Salesforce Service Cloud, Jira Service Management, Support Logics,  Datadog, OpsGenie, Slack and application integrations is a plus. 

What Celonis can offer you:

• The unique opportunity to work within a new category of technology, Process Intelligence
• Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
• Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more). For intern and working student benefits, click here
• Physical and mental well-being support (subsidized gym membership, access to counselling, virtual events on well-being topics, and more)
• A global and growing team of Celonauts from diverse backgrounds to learn from and work with
• An open-minded culture with innovative, autonomous teams
• Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, Asians@Celonis, Latinx@Celonis, Veterans@Celonis and more
• A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, Earth Is Our Future

About Us

Since 2011, Celonis has helped thousands of the world’s largest and most esteemed companies yield immediate cash impact, radically improve customer experience, and reduce carbon emissions. Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. For the first time, everyone in an organization has a common language for how the business runs, visibility into where value is hiding, and the ability to capture it. Celonis is headquartered in Munich, Germany and New York City, USA with more than 20 offices worldwide.

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws.  As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations.  Different makes us better.

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