System Owner (f/m/d)

About Trusted Shops

At Trusted Shops, we have made it our mission to create digital trust between people and companies. Our goal is to become the #1 Community of Trust. Our unique combination of Trustmark, authentic customer reviews, and buyer protection helps millions of consumers shop online with confidence every day. Now we want to push our development even further and build the next-generation trust platform. Headquartered in Cologne, Germany, we are a fast-growing and profitable SaaS company operating in a dozen European countries with over 800 employees. 

Join our newly created Platform Operations Support team within the Platform Operations department, where we build the technical foundation for our company-wide operational customer processes. As System Owner you are the central contact point and representative for the end-user support of our systems and the team towards the stakeholders and company. Your focus is on proactive and clear communication as well as ensuring right prioritization and escalation management. 

System Owner Job description 

• As System Owner Platform Operations Support you are at the forefront of ensuring end-user satisfaction and smooth system operations, functionally leading a team where all support requests for our different SaaS and self-developed solutions come together.  

• You establish efficient and transparent end-user support, drive process documentation with system teams as well as actively contribute to end-user enablement and training. 

• With your expertise on the technical interactions of the supported systems and operational teams' processes you and your team independently handle end-user support, perform initial investigations on issues and escalate incidents to the responsible system teams. 

• Your main responsibility within the team is structuring and prioritizing incoming requests, handling conflict management and communication as well as driving improvements and issue resolution with contributing teams. 

• You will play a leading role in identifying (recurring) user and process issues and their root cause and will work with department leadership on making data-based decisions and establishing sustainable solutions. 

• In your role, you also act as advocate for our systems and processes and facilitate and promote systems' capabilities to user groups. 

Your Profile 

• Ideally you have a degree in business administration, computer science or comparable training; diverse academic or professional paths are welcome. 

• You have extensive experience in managing SaaS business systems or in IT Service Management 

• You have gathered hands-on experience on administrating SaaS systems (e.g. Salesforce, Zuora, Hubspot, CTI solutions) 

• You love structuring and organizing diverse and imperfect information into a comprehensive picture and derive improvement potential form it. 

• You know how to successfully utilize your advanced understanding of database relationships, data structures and basic understanding of system integrations  

• You are equally detail- and result-oriented and always keep your customers in mind 

• You are proactive and curious; you try new approaches and share the knowledge with others 

• You are a team player and able to work independently 

• You have business fluent English (C2) and ideally good German (B1) skills 

What we offer
 

• Hybrid work: Combine flexible remote work with team days in our office 

• Workation:  Work temporarily from another location within Europe 

• Permanent contract with Europe's trusted brand  

• 27 vacation days + 3.5 additional days off at Christmas, New Year's Eve and Carnival 

• Buddy programme (an experienced trustee is at your side) 

• Individual training opportunities 

• Events (Team Events, Unit Events, etc.) 

• Health Pass (free online and offline sports, fitness and health courses)