Support Systems & Workflow Architect

What you'll do

We’re looking for a Support Systems & Workflow Architect to join our IT team, embedded closely with our Customer Support (CS) organization. In this role, you will drive the design, integration, and continuous improvement of support tooling and processes across multiple teams, with a focus on workflow automation, ticket lifecycle management, and transparency through dashboards and reporting. 
You won’t just implement—you’ll design and own solutions that are scalable, sustainable, and smart, supporting teams across regions and functions. 
 
What you’ll do: 

• Partner with CS leadership to understand operational needs and priorities
• Design and implement scalable workflows for ticketing, alerting, escalation, and inter-team collaboration
• Ensure workflows align with best practices and ITIL concepts (e.g. Incident, Request Management)
• Own and evolve support tooling setup using platforms such as Jira Service Management and Microsoft 365 (e.g. Teams, Outlook, Power Automate)
• Design management dashboards and client-facing reports using tools such as Power BI and/or other reporting solutions
• Drive automation initiatives to reduce repetitive work and improve responsiveness
• Collaborate with IT stakeholders to ensure alignment with broader systems architecture and data governance
• Lead or support tooling integrations and migrations, ensuring system reliability and scalability
• Document workflows and tooling architecture for maintainability and knowledge sharing
• Stay up-to-date with industry practices for support tooling, automation, and KPI tracking

Why we should decide on you

• 2+ years experience in technical support operations, business systems, or automation/IT process roles
• Experience designing or implementing support workflows and automations, ideally with Jira Service Management or equivalent tools
• Understanding of ITIL principles, especially incident, request, and change management
• Strong analytical thinking and structured problem-solving skills
• Experience with dashboarding and KPI reporting, ideally with Power BI or other visualization tools (Power BI preferred if reporting is a major focus)
• Ability to translate vague operational needs into structured, cross-team solutions
• Experience working with multiple stakeholders across CS, IT, and operations
• Bonus: experience with scripting or low-code tools, data flows, or API integrations

Why you should decide on us

• Let’s grow together—join a market-leading, international SaaS company. Our agile character and culture of innovation enable you to shape our future.
• We provide you with the opportunity to take on responsibility and participate in international projects.
• In addition to our buddy program, we offer numerous individual and wide-ranging training opportunities where you can explore technical and functional areas.
• Our internal mobility initiative encourages colleagues to transfer cross-functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication at all levels.
• Together we're better—meet your colleagues at our numerous team events.