The Programme

WHAT'S THE ROLE?

You are part of one of our biggest programs called “Experience” which is fully embedded into the new company strategy and a truly global initiative focusing on providing our customers with superior experiences when interacting with Hilti.

In this context, our Customer Care Handling (CCH) approach plays an essential role and the program targets to redesign the related processes and systems to provide the best possible experience for our customers.

WHAT DOES THE ROLE INVOLVE?

As an IT Business Analyst, your role is to understand business requirements, design solution proposals, and implement the solution as well as support them in the respective systems.

You will be part of an international scrum team, leveraging agile methods while creating a strong impact on our customers. Customer Care Handling is an overarching journey from our customer’s perspective.

It therefore touches many different areas such as Omnichannel Management, Case Management, Customer Relationship Management, Knowledge Management, Integration technologies as well as transactional processes such as finance, logistics and order management.

While your primary technology focus will be on Salesforce Service Cloud, you will get in touch with other technologies supporting those processes such as SAP S4 HANA, Salesforce Sales Cloud, Microservices on AWS and others.

WHAT DO WE OFFER?

Show us what you’re made of, and we’ll offer you opportunities to move around the business – to work abroad, experience different job functions and tackle different markets. It’s a great way to find the right match for your ambitions and achieve the exciting career you’re after.

We have a very thorough people review process; unlike any we know of in any other business. We can pair talent with opportunities - developing our people in their current roles or challenging them to work in new ways or in new places. It’s how we find the right fit, further our teams personally and professionally, get the best value for each employee and increase job satisfaction.

Additionally, we offer you a wide range of benefits.

Required Skills and Abilities

WHAT YOU NEED IS:

Bachelor's or master's degree in computer science, software engineering, information technology or related fields with a CGPA of 3.5 and above.
Passionate in understanding the business processes in marketing, sales and service areas, paired with an interest in CRM software.
Strong drive for success and demonstrate a high level of commitment to the role.
Strong willingness and ability to learn.
Strong communication skills with excellent English and interpersonal skills to manage change.
Keen to work in a global and diverse team.
A strategic approach and good problem-solving skills.
Experience with cloud software (ideally Salesforce), business process management, and agile methods are added advantages.

WHY SHOULD YOU APPLY?

Become a valuable member of our highly professional and international team of experts and meet the challenges of a global multinational company using the latest technologies.

You will have the freedom to act in a responsible area with career prospects in a dynamic environment, excellent opportunities to develop yourself to higher levels and a wider range of knowledge.

Our team in Kuala Lumpur is a fully recognized and respected competence center that covers all relevant areas of IT. 80% of the top positions are filled internally. We have a clearly defined career development track for every individual employee and an excellent team which are duly rewarded by performance.

About Us:

"We passionately create enthusiastic customers and build a better future". Hilti stands for quality, innovation and direct customer relationships.

Some 30,000 employees around the world, in more than 120 countries, contribute to making work on construction sites simpler, faster and safer while inspiring customers every single day. With products, system solutions, software and services that provide clear added value.

We are proud to have ranked #11 among the 2021 World’s Best Workplaces and #6 among the 2021 Best Workplaces in Europe by the Great Place to Work® Institute. These awards are a testament to our investment in our people and culture.

Our commitment to innovation and customer excellence is matched only by our passion for growing and nurturing high-performing people.

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