Business Intelligence Specialist

About us

We are the Mercedes-Benz Customer Assistance Centre Maastricht. Years of experience and our strong focus on customer centricity have given us the expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues, we work to create the ultimate customer experience not only for the drivers of our vehicles but also in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

About the team & the role

The Business Intelligence Specialist is part of the BICC team. The BI's are responsible for providing best-in-class reporting solutions, consultancy, and support to all stakeholders across the world.

The task of the BICC department is to provide transparency to the organization concerning the performance and quality of our contact centers, agents, dealers, MOC’s vehicles and processes as well as the satisfaction of our customers with these products and services.

The BICC team consists of Business Intelligence, Business Analytics, Data Science, and Data Stewardship.

Your tasks and responsibilities;

• Design, build, and implement BI solutions
• Convert business requirements into technical specifications
• Describe technical and functional changes needed in the BI tools
• Implement standardized best practices
• Identify and flag problems. Determine appropriate solutions in cooperation with senior specialists.
• Examine trade areas for new business opportunities
• Consult and advise management in solutions and approaches specialists
• Safeguard the quality of the services and solutions delivered to our users.
• Monitor the performance of the reporting environment
• Identify and flag problems. Cooperatively determine appropriate solution steps in collaboration with other specialists.
• Coordinate process and system requirements coming from the business partners.
• Enable standardization of KPI’s allowing transparency in worldwide performance.

We are looking for someone with the following skills:

Technical

• Higher vocational or academic level (technical subject) through education or experience
• Data Modelling -> Understand the fundamentals of dimensional modeling (incl. DMR). Apply snowflakes and multi-fact/multi-grain models.
• SQL -> Write (nested) custom calculations and aggregation, multiple joins
• DAX -> Write simple DAX expressions, able to interpret complex nested DAX expressions
• Query performance optimization -> Optimize what is handled by the reporting server vs. database
• Data visualization -> User-story driven layout
• Impact analysis -> Perform impact analysis on limited changes along the whole lineage(e.g. impact of limited changes in the CRM system on a dashboard/report)
• Azure Cloud technology -> Understanding of Microsoft cloud computing platform, and cloud computing in general
• ETL -> Understand different steps/jobstreams of ETL. Understand ETL dashboards in BI Tool. Be able to spot errors/delays

Core skills:

• Project Management Methods (SAFe, Houston) -> Thorough knowledge of SAFe/Houston/ Prince2 in order to work dedicated to an agile team/project as a team member.
• Process opt./performance management -> Provide input regarding optimization for the execution of existing processes we report on/analyze; optimize the execution of our team's processes.
• Stakeholder & Expectation Management (Co-creation, Customer Orientation, Purpose) -> Understanding how the stakeholders' needs support their strategic vision (support stakeholder's development/refinement of their vision).
• Collaboration, Moderation & Co-learning (Co-Creation, Feedback, Learning) -> Understand the different roles in the CAC; Applying the communication model and group dynamics; share knowledge with the team, involve the right team members and together identify clear roles and responsibilities; giving, requesting and processing received feedback.
• Business & Results Orientation (Driven to Win, Pioneering Spirit) -> Ensure that CAC colleagues deliver the dependencies for your own output in time, or appropriately escalate if it cannot be resolved on your level.
• Strategic Thinking and Acting (Purpose, Pioneering Spirit, Empowerment) -> Define strategies for own focus & functional area, and ensure coherence with CAC strategies
• Flexibility, dealing with VUCA (Agility, Customer Orientation) -> Anticipate challenges, mitigate risks, plan contingency, and react to unforeseen circumstances related to the team and the CAC as a whole.

We offer you a job in a multicultural, dynamic and informal international working environment with interesting conditions, both primary and secondary:

• Multicultural, dynamic, and international work environment
• Attractive salary range: €4300 – €6200 gross for 40h/week
• Initial training followed by a buddying program for optimal preparation
• Individual development plan for personal & professional growth
• 200 holiday hours (full-time) and 8% holiday allowance
• Annual performance-based salary increases & company bonus system
• Relocation package: travel costs covered and providing 6 weeks of accommodation (if applicable)
• Flexible transport options: free bike, public transport, or allowance
• Discounted collective health insurance
• non-contributory pension plan (fully paid by the employer)
• Flexible hybrid work model (after onboarding)
• Discounts on gym, sports classes, restaurants & shops
• Events organized by the company where you can connect with colleagues from all departments

Becoming...One of Us

Is this the right job for you? Then upload your application documents including CV and letter of motivation, detailing your relevant experience and why you are passionate about this position via the link.

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