Contact Center Business Analyst (f/m/d)

You have a passion for technology and want to make the world a greener place?

Then become a playmaker and join our team as Contact Center Business Analyst (f/m/d) at E.ON Digital Technology.

We play a key role in shaping the energy transition by leading E.ON's digital transformation across Europe. We explore new paths by developing ideas, breaking new ground, making visions reality, and bringing new technologies to life. We deliver sustainable technology solutions because…

… it’s on us to make new energy work!

The Team – your impact

Our Facilities IT department ensures that facilitites become E.ON offices with network infrastructure, meeting room technology and printers. We also provide E.ON's central telephony infrastructure. In your role, you support E.ON business colleagues in understanding E.ON's telephony and call center solution. Record their requirements and further develop the infrastructure. You are in close contact with our colleagues and help them to use our solutions in the best possible way.

Your Role – meaningful & rewarding

Take on the role of Voice Business Analyst for Cisco Webex Contact Center, including support, further development, and consulting

Develop and implement business and service concepts for collaboration services using modern hybrid working methods

Manage the service lifecycle, including change management, regulatory compliance, and continuous improvement initiatives

Ensure service quality, SLA compliance, and adherence to existing service frameworks and design standards

Analyze market offerings and technology trends, and maintain the Unified Communication and Collaboration solution portfolio in coordination with product owners

Provide reporting, perform risk analysis, and drive measures for issue prevention and resolution

Manage external suppliers and participate in governance, status, and management meetings

Your Profile – authentic & open-minded

University degree in computer science, business informatics or comparable education

Several years of professional experience in customer service and contact center environments

Strong experience in service delivery

Knowledge of hybrid working and collaboration methods

Very good knowledge of ITIL (certification desirable)

Strong communication skills with internal and external stakeholders

Fluent in English and German

Our Benefits – smart & useful

Recharge your battery: You have 30 days of paid vacation per year plus Christmas and New Year's Eve off. Your battery still needs charging? You can exchange parts of your salary for more paid vacation or you can take a sabbatical.

Advance your development: We grow and we want you to grow with us. Learning on the job, exchanging with others, or taking part in an individual training – our learning culture enables you to bring your personal and professional development to the next level.

Enjoy hybrid work: We combine office collaboration with focused work from home. It’s also possible to go on workation for up to 20 days per year within Europe.

Stay active & healthy: Benefit from a company-sponsored health membership.

Elevate your mobility: From car and bike leasing offers to a subsidised Deutschland-Ticket – your way is our way.

Think ahead: With our company pension scheme and a great insurance package we take care of your future.

This is by far not all… We are looking forward to speaking with you about further benefits during the hiring process.

Existing agreements within the framework of modernizing working time conditions (e.g., Vollzeit-Plus, 4,5 Tage and Vertrauensarbeitszeit) will not be carried over (exceptions: Vollzeit Light, Geld statt Freizeit).

Do you have questions?

For further information please contact the Talent Acquisition Team, EDT_Talent_Acquisition@eon.com.

Please understand that for data protection reasons we can only accept applications submitted via our portal. Unfortunately, we cannot consider application documents that reach us by email or post.

What you need to know:

Job Req ID: 244551

Contract type: Permanent

Working time: Part or Full time

Company: E.ON Digital Technology GmbH

Location: Berlin, Essen, Hannover, München, Würzburg

Function area: IT Infrastructure & Services; Facilities; Service/Installation

Inclusion

It is important to us that people with disabilities have access to a fair application process, providing them with an opportunity to shine. Therefore, our representative body for severely disabled people will be included in the process from an early stage. Please let us know via the application form if you require technical or organisational adjustments during the application process. We will strive to make the required aids available.

Should you not be able to apply online and want to speak someone in person, please contact your local recruiter.