[Hiring] Business Process & Support Senior Associate @Bertelsmann

Role Description

The Business Process & Support Senior Associate will provide application and process support, assist with support administration and recurring operational tasks, and contribute to training, testing, and implementation activities. The role will develop expertise in select support areas, with opportunities to expand responsibilities based on demonstrated strengths, interests, and evolving business needs.

• Responds quickly to daily user issues and requests and maintains a positive relationship with stakeholders.
• Troubleshoots internal system issues with the user community and IT. Triages and escalates appropriately.
• Monitors the department inbox to ensure that all issues are escalated to the correct team member in a timely manner.
• Suggests improvements to existing systems and processes by spotting trends in user issues.
• Promotes knowledge transfer within and beyond the team by documenting issues and processes, building a knowledge base, and communicating best practices to users.
• After establishing a significant knowledge base, trains users on core systems.
• Performs recurring operational and administrative tasks supporting departmental systems and processes.
• Participates in application testing, implementation activities, and departmental projects as appropriate.

Qualifications

• Minimum 2 years of customer service experience; publishing experience a plus
• Excellent communication, time management, and customer service skills
• Ability to prioritize a high volume of work
• Detail-oriented with the ability to see the big picture
• Analytical and data driven
• Skilled at learning new systems
• Intermediate Excel skills
• Adaptable to change and willingness/ability to wear multiple “hats” at once

Requirements

• The salary for this position is $65,000.00.
• All positions are currently eligible for an annual profit award or bonus, subject to company results.
• Applications for this role will be accepted through October 19, 2026 or until the role is filled.
• Please include your resume and cover letter for consideration.

Benefits

• Medical/Prescription drug insurance
• Dental
• Vision
• Health Care/Dependent Care Flexible Spending Account
• Health Savings Account
• Pre-Tax and Roth 401(k)
• Short and Long-Term Disability Insurance
• Life/AD&D Insurance
• Commuter Benefits
• Student Loan Repayment Program
• Educational Assistance
• Generous paid time off