Customer Engagement Solutions
Project information
Roles:
- Incident & Problem Manager
- IT Operations Analyst
- Testing and QA
Key Skills:
- IT Service Management / ITIL
- Incident management
- Problem Management
- Platform Monitoring
- Bug reporting
- Testing
Summary
Provided service management support in the areas of Customer Identity and Account Management and Customer Relationship Management.
Objectives
- Management of service requests
- Management of incidents and problems
- Performing root cause analysis and defining solutions
- Setting up monitoring tools and reviewing platform incidents
- Bug testing
Process and Solution
Phase I: Investigation
- Understanding the issue
- Steps to reproduce
- Severity and impact
- Bug report
- Classification & Prioritization
Phase II: Root Cause Analysis
- Identify the cause
- Replicate the issue
- Identify fix
- Solution
Phase III: Resolution & Fix
- Code fix, Configuration or patch
- Temporary workaround
- Implement fix
- Solution delivery
Phase IV: Testing and Deployment
- Test Solution
- Deploy solution
- Monitor system
- Running system
- Satisfied customers
Work Process
The main applications used were:
- Salesforce
- ALDI Online Shop
- Service Now
I contributed to IT service operations and software testing for the Customer Identity and CRM teams, supporting both backend systems and customer-facing digital platforms. I played a key role in functional and regression testing of applications, ensuring smooth user experience. I collaborated with cross-functional teams in agile environments to manage releases, track bugs, and support continuous improvement initiatives.
Salesforce was used to manage customer data and Serive Now for supporting ticket resolution, customer journey tracking, and personalized engagement. I assisted in the incident management processes, coordinating resolution efforts and root cause analysis for production issues. I also supported testing cycles through test case design, execution, and reporting, contributing to quality assurance for features. I helped streamline service management workflows by applying ITIL best practices, ensuring SLAs were met and service delivery was consistent across international operations.
Takeaways and Learnings
- ITIL best practices
- IT service delivery