Business Excellence & Systems Specialist

The Business Excellence & Systems Specialist supports efficient and secure business operations through administration, enhancement and implementation of Service Delivery systems and processes.

The role combines operational system support, change management and process improvement activities while partnering with local stakeholders and central product teams to drive adoption and operational excellence.

KEY RESPONSIBILITIES

System Support & Administration

• Manage user access, master data and system configurations.
• Maintain and support key business systems including BPMS, CRM platforms (Siebel/Salesforce), IVR, and other
• Resolve system-related issues and ensure timely response to user requests.
• Ensure compliance with data security and governance requirements.

Systems Implementation & Change Management

• Support local implementation of new systems, enhancements and process changes.
• Coordinate testing activities and support business readiness during deployments.
• Gather business requirements and represent local needs to central product teams.
• Support communication, training and adoption of new solutions.

Process Improvement & Business Excellence

• Analyze business processes and identify improvement opportunities.
• Partner with process owners and stakeholders to drive efficiency and service quality improvements.
• Support business transformation initiatives and operational excellence programs.
• Contribute to the development of practical system and process solutions.

SUCCESS MEASURES

• Fast and effective response to system-related requests and issues.
• Maintenance of high standards of data security and compliance.
• Successful implementation and adoption of system changes.
• Improved operational efficiency and user experience.

SKILLS AND KNOWLEDGE

Required

• Fluent in English and Polish.
• Strong analytical and problem-solving skills. Attention to detail.
• Ability to communicate with internal clients and central teams
• Ability to understand business processes and business requirements.
• Proficiency in Microsoft Excel, PowerPoint and Microsoft 365 applications.
• Conversational AI experience.

Preferred

• Experience with Siebel and/or Salesforce or other CRM systems.
• Knowledge of Change Management principles.
• Experience with Lean, Continuous Improvement or Process Mining.
• Experience in creating reports or dashboards in Excel or Power BI.
• Knowledge of HR and payroll processes.
• Experience in regulated industries and handling sensitive data.
• Command of Agentic AI.

EDUCATION AND EXPERIENCE

• Bachelor’s degree or equivalent years of applicable experience
• 2+ years’ experience in Operations, Service, or Implementation with large multi-national companies
• Business Process Improvement and Change Management certification is a plus

OTHER

• Readiness to occasional travel within Poland