1 day ago

Senior CS Operations Specialist (CS Application Support)

Booking.com

Amsterdam

1 day ago

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Booking.com is seeking a Senior Operations Specialist (CS Application Support) to join its Amsterdam-based team. The role involves managing process improvement initiatives, providing L1 support for complex systems like Pega, leading incident responses, and bridging operations with Product & Tech teams. Candidates should have 5-8 years of experience, strong stakeholder management, and technical skills.

On-siteFull-timeSeniorPegaCRM

Senior CS Operations Specialist (CS Application Support)

Apply

On-siteFull-timeSeniorPega

Salary

Not specified

Work Location

Amsterdam, North Holland, Netherlands, NL

Work Model

On-site

Experience Required

8 years

Employment Type

Full-time

Experience Level

Senior

Core Qualifications

Technical (Must-have)

PegaCRMITSMWorkforce ManagementProcess ExcellenceStakeholder ManagementIncident ManagementData ReportingMySQLSnowflakeSQLITIL

Soft Skills

CommunicationMentoringCoachingProblem SolvingLeadershipAdaptabilityCritical ThinkingTime Management

Preferred Qualifications

Technical (Nice-to-have)

MySQLSnowflakeSQLITIL

Key Responsibilities

•Manage and drive the successful completion of medium-to-large process improvement initiatives and projects prioritized according to business needs.
•Maintain advanced subject matter expertise of complex systems (such as Pega) to provide L1 support, proactive troubleshooting, and systemic resolution of technical issues.
•Support Application Specialists through training, coaching, and assisting in complex investigations, shifting focus from baseline task execution to team capability building.
•Proactively lead critical incident responses, act as a single incident lead, and manage high-level stakeholder communications under strict time pressures.
•Optimize the bug management process and own administrative pipelines by building reports, conducting data deep-dives, and leveraging tools to automate weekly/monthly metrics.
•Function as a diplomatic bridge and business partner for Product & Tech, negotiating with engineering leaders and translating operational impact into technical urgency.

Senior Operations SpecialistCustomer ServiceApplication SupportProcess ImprovementIncident ManagementPegaITSMStakeholder ManagementBooking.comAmsterdam

Key Responsibilities

•Manage and drive the successful completion of medium-to-large process improvement initiatives and projects prioritized according to business needs.

•Maintain advanced subject matter expertise of complex systems (such as Pega) to provide L1 support, proactive troubleshooting, and systemic resolution of technical issues.

•Support Application Specialists through training, coaching, and assisting in complex investigations, shifting focus from baseline task execution to team capability building.

•Proactively lead critical incident responses, act as a single incident lead, and manage high-level stakeholder communications under strict time pressures.

•Optimize the bug management process and own administrative pipelines by building reports, conducting data deep-dives, and leveraging tools to automate weekly/monthly metrics.

•Function as a diplomatic bridge and business partner for Product & Tech, negotiating with engineering leaders and translating operational impact into technical urgency.