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Celonis

Intern Knowledge Management - CS

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Munich, Germany

12h ago
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Job Description

We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.

The Team

We are seeking a dynamic and detail-oriented Knowledge Management Intern to join our Customer Support Organization. This internship provides an excellent opportunity to contribute to the implementation and maintenance of our Knowledge-Centered Service (KCS) methodology while gaining hands-on experience in knowledge management processes and tools. The ideal candidate is passionate about knowledge sharing, possesses strong analytical skills, and enjoys working in a collaborative environment.    

The Role

What You Will Gain:

  • Hands-on experience with KCS methodologies and knowledge management systems.
  • Exposure to cross-functional collaboration within a global organization.
  • Opportunities to develop analytical, communication, and project management skills.

The work you’ll do

  • Knowledge Quality Checks
    • Perform regular reviews of knowledge articles to ensure they align with our content standards.
    • Provide detailed feedback and quality scores to Customer Support Engineers, KCS Coaches, Managers, and Leadership teams.
  • Process Adherence Reviews (PAR)
    • Evaluate knowledge usage during the case-handling workflow.
    • Submit findings through the PAR survey to measure process adherence and drive continuous improvement.
  • Knowledgebase Support
    • Respond to knowledgebase functionality questions and provide guidance across various teams.
    • Act as a point of contact for troubleshooting and resolving knowledgebase-related queries.
  • Knowledgebase Administration
    • Assist with light administrative tasks, including content and user management within the knowledgebase system.
    • Support the team in maintaining an organized, accurate, and up-to-date knowledge repository.

The qualifications you need

  • Pursuing a Bachelor’s Degree in Computer Science, Information Systems, or related field.
  • Interest of experience in the Knowledge Centered Service (KCS) Knowledge Management Methodology. KCS Certification is not required, but is a plus.
  • Experience in working with the RightAnswers Knowledgebase is a plus, but is not required.
  • Knowledge of Salesforce Service Cloud, Jira Service Management, Celonis EMS, Slack and application integrations is a plus.  
  • Interest or experience in either IT Service Management or Customer Support.
  • Interest or understanding of ITIL or support processes in a technology-related environment.
  • Strong communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
  • Strong attention to detail and ability to adhere to defined standards.
  • 6 months full-time availability 

 

What Celonis Can Offer You:

  • The unique opportunity to work with industry-leading process mining technology
  • Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
  • Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more). For intern and working student benefits, click here.
  • Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more)
  • A global and growing team of Celonauts from diverse backgrounds to learn from and work with
  • An open-minded culture with innovative, autonomous teams
  • Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
  • A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future

 

About Us:

Celonis helps some of the world’s largest and most esteemed brands make processes work for people, companies and the planet. With over 5,000 enterprise customer deployments across nearly every industry, the Celonis Process Intelligence Platform uses process mining and AI to give you a living digital twin of your business operation. It’s system-agnostic and without bias, and empowers companies to reduce waste, create value and benefit people across the top, bottom, and green lines. Since 2011, the Celonis platform has enabled its customers to identify more than $18 billion in value. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide.

Get familiar with the Celonis Process Intelligence Platform by watching this video.

 

Equal Opportunity at Celonis:

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws. As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations. Different makes us better. 

 

Your Privacy:

Any information you submit to Celonis as part of your application will be processed in accordance with Celonis’ Accessibility and Candidate Notices

Please be aware of common job offer scams, impersonators and frauds. Learn more here.

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