Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

We are looking for an accomplished a Customer Service Management Business Process Analyst to join our team. Fulfill the roles of both Product Owner and Business Analyst within an Agile environment. You will analyze, planning, and implementing process improvement needs within our organization. You will evaluate and model existing processes, leading cross-functional projects, and identifying improvement options to enhance our customer service management. To succeed in this role, you should break down complex challenges, organize workflows, and delivering relevant insights. You will report to the MANAGER OF TECHNOLOGY, DELIVERY and have a hybrid schedule working in Katowice, Poland.

Your Responsibilities:

• Gather, analyze, and document business and technical requirements, translating them into clear user stories and acceptance criteria.
• Collaborate with cross-functional teams—including IT, security, and other departments—to enhance solutions.
• Create maximum value delivery from the Development Team and maintain the Product Backlog as a transparent, accessible, and well-prioritized resource for all stakeholders.
• Ensure that the Development Team has a comprehensive understanding of Product Backlog items.
• Sponsor, design, and improve business processes and associated metrics to confirm they fulfill their intended purpose.

The Essentials - You Will Have:

• Bachelor's degree in computer science, Information Technology, or other related field.
• Minimum 4 years of experience in service delivery.
• Proven track of analysis complex information, identification of patterns, and structure tasks to achieve results
• Familiarity with ITIL methodology.
• Proficiency in English at a minimum upper intermediate level.

The Preferred - You Might Also Have:

• Experience working with Customer Service Management platforms in administration, or development capacities.
• Knowledge of Scaled Agile Framework (SAFe) methodology.
• Experience presenting ideas and engaging stakeholders to support shared goals.
• Capability of identifying root-causes, streamlining processes.
• Expertise in facilitating discussions, resolving conflicts, and influencing decisions in cross-functional and geographically dispersed settings.

What We Offer:

Our benefits package includes …

• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• On-demand digital course library for professional development
• Comprehensive mindfulness programs with a premium membership to Calm
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program

... and other local benefits!

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-Hybrid #LI-AJ1

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.