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Enterprise Architect For Customer Service

Posted on July 7, 2025

Ka, India
0 - 0 USD (yearly)

Full Time

Enterprise Architect For Customer Service

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We are looking for a highly motivated and experienced IT Enterprise Architect (f/m/d) with a strong focus on end-to-end (E2E) customer service processes. You will play a key role in shaping and aligning our IT landscape across platforms such as SAP, ServiceNow, and other customer service-related systems. Your expertise will help drive the digital transformation of our global service processes, ensuring scalability, resilience, and excellent customer experience.

Your tasks and responsibilities:

You are responsible for enterprise architecture management (including business IT alignment and application portfolio analysis) and the derivation of IT strategies from business requirements.
You design and maintain the end-to-end Enterprise Architecture for all customer service processes,and supporting processes (egs. spare parts managment, returns management technician skill matching etc.).
You Lead cross-functional workshops and architecture communities to align business goals with IT strategy
You will drive the development of the architecture framework, the architecture roadmap and the application and data architecture for the end-to-end customer service business process.
You guide the selection and integration of platforms such as SAP S/4HANA, SAP Sales Cloud, Salesforce, Oracle Sales Cloud, and ServiceNow etc.
You model IT architectures and processes and drive the consistent design planning and implementation of IT solutions.
You contribute to solution evaluations, RFI/RFP processes, and vendor selection in the customer service space
You coordinate communication with all key decision-makers and relevant stakeholders and advise them on the development of the IT landscape
You drive documentation and presentations to ensure executive alignment

Your qualifications and experience:

You have a degree in computer science, industrial engineering or a comparable qualification
You have experience as an Enterprise Architect or Solution-/Domain Architect in Customer facing IT landscapes
You are familar with enterprise architecture methods and frameworks, governance structures, IT Service Management Frameworks (egs. TOGAF, Zachman, ITIL etc.).
You bring functional or IT implementation experience across all customer service processes and functions (installation and maintenance, customer service, field service, material logistics and finance etc.)
You have experience in the implementation of customer service solutions (e.g. ServiceNow, Salesforce, SAP Service Cloud, SAP Field Service Management, Oracle Sales Cloud, CPQ, Spryker etc.)
You have extensive experience with data architecture and integration concepts and a very good understanding of cloud technologies (e.g. Azure, AWS)
You have gained practical experience with enterprise architecture tools such as BizzDesign, LeanIX or Avolution and have good knowledge of modeling and managing business processes

Your attributes and skills:

In addition, you have sound technological know-how and several years of experience in complex technology landscapes
We require a very good command of English, both spoken and written, for cooperation with specialist departments in Germany and abroad. Ideally, you also have a very good command of German
You are an organizational talent and impress with good communication and presentation skills
You are a team player with strong interpersonal skills who can operate confidently in a global environment
We do not compromise on quality - you work in a results and quality-oriented manner with a high level of commitment and have good analytical and conceptual skills
You are flexible in thought and action, have a quick understanding and constructive assertiveness

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