Process & Tooling Improvement Specialist

Process & Tooling Improvement Specialist

Summary of the role:

The Process Improvement Specialist is responsible for driving operational excellence across Customer Operations by analysing end‑to‑end processes, identifying inefficiencies, and defining improvements that enhance productivity and service quality. The role leads the design and implementation of optimized workflows, leveraging data, automation, and best practices to simplify operations and strengthen consistency. It works closely with cross‑functional teams to address structural pain points, support change adoption, and ensure processes remain scalable, compliant, and aligned with business objectives. The specialist also contributes to establishing governance frameworks and fostering a continuous‑improvement mindset across the organization.

In this role you will:

• Collect stakeholder requirements and pain points for process or tooling improvements; document clear business needs and expected outcomes. 
• Support pre-value assessment, UAT (User Acceptance Testing) preparation, test execution follow-up, defect triage and readiness checks before deployment.              
• Prepare clear communication, training and enablement material for stakeholders impacted by process or tool changes.                                                                   
• For CX profile allocation: support Amadeus Listens touchpoint activities, survey feedback analysis and action plan follow-up.                                                                     
• For tooling profile allocation: support domain engagement on ServiceNow, Adobe LMS, AI and innovation use cases.             

About ideal candidate:

• Experience in support operations, service improvement, process coordination, tooling adoption, customer experience or a related environment.
• Experience in coordination, stakeholder requirements gathering, or business analysis in a service delivery context is a plus.
• Familiarity with service management platforms (e.g. ServiceNow), learning management systems (e.g. Adobe LMS), ARIS or AI-enabled productivity tools is advantageous.
• Good understanding of customer support operations, stakeholder requirements, process basics, and the link between tool adoption, service quality and customer experience.
• Familiarity with service management platforms (e.g. ServiceNow), learning management systems (e.g. Adobe LMS), or AI-enabled productivity tools is advantageous.
• Fluent English              

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.  

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.