HybridHybrid role; office in Berlin-Charlottenburg.
Business & StrategyBusiness Analysis
About the job
Requirements
You have 3+ years of experience in technical or process documentation, knowledge management, business analysis, Customer Service operations, or a related field, ideally with experience building or restructuring documentation or knowledge bases at scale.
You are skilled at turning complex processes into clear, precise, and structured documentation and understand information architecture, taxonomy, metadata, process mapping, and content governance.
You understand what makes content suitable for automation and AI, including clear decision logic, consistent terminology, explicit conditions and outcomes, and well-defined exceptions.
You have exceptional attention to detail, work independently and systematically, and are comfortable proactively gathering information and resolving inconsistencies with subject matter experts.
You communicate confidently in both German and English, with strong written skills and the ability to work effectively with detailed German-language processes and content.
Responsibilities
Own and maintain the Customer Service process documentation repository, ensuring information is structured, easy to find, consistent, and up to date.
Turn approved business processes into clear, granular, and machine-consumable documentation that can reliably support automation and AI use cases.
Define and maintain documentation standards, templates, naming conventions, tagging, and governance processes across Customer Service.
Prepare structured handovers for automation implementation, including decision logic, decision tables, conditions, outcomes, and exception handling.
Ensure documentation quality through regular reviews, version control, and audits, proactively identifying gaps, contradictions, and outdated information and coordinating their resolution.
Work closely with process owners, automation colleagues, Training, Content Management, Quality Assurance, and other stakeholders to ensure process documentation accurately reflects live operations and remains aligned across agent-, customer-, and system-facing content.
Desired Qualifications
Experience supporting automation or AI projects is a strong advantage.
Experience with knowledge management, process mapping, Customer Service, or version-controlled content tools is an advantage.
Kleinanzeigen is the leading online classifieds market in Germany. Users buy and sell on Germany's No. 1 for classifieds mainly second-hand. In this way they make an active contribution to more sustainability. On average, more than 55 million ads are available in numerous categories – from children's supplies to electronics and real estate. Kleinanzeigen also offers small and medium-sized businesses the opportunity to present their services online. Around 35 million users per month make Kleinanzeigen one of the most widely used websites in Germany. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen.
The Job: As our Specialist – Process & Automation Readiness, you will help turn Customer Service process knowledge into structured, reliable content that can be used by people, automation, and AI. You will own and continuously improve our process documentation, ensuring it is clear, consistent, up to date, and ready for scalable implementation across internal teams and external service partners. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Customer Service Operations & Automation Manager.
Responsibilities
What You’ll Do:
Own and maintain our Customer Service process documentation repository, ensuring information is structured, easy to find, consistent, and up to date.
Turn approved business processes into clear, granular, and machine-consumable documentation that can reliably support automation and AI use cases.
Define and maintain documentation standards, templates, naming conventions, tagging, and governance processes across Customer Service.
Prepare structured handovers for automation implementation, including decision logic, decision tables, conditions, outcomes, and exception handling.
Ensure documentation quality through regular reviews, version control, and audits, proactively identifying gaps, contradictions, and outdated information and coordinating their resolution.
Work closely with process owners, automation colleagues, Training, Content Management, Quality Assurance, and other stakeholders to ensure process documentation accurately reflects live operations and remains aligned across agent-, customer-, and system-facing content.
Requirements
Who You Are:
You have 3+ years of experience in technical or process documentation, knowledge management, business analysis, Customer Service operations, or a related field, ideally with experience building or restructuring documentation or knowledge bases at scale.
You are skilled at turning complex processes into clear, precise, and structured documentation and understand information architecture, taxonomy, metadata, process mapping, and content governance.
You understand what makes content suitable for automation and AI, including clear decision logic, consistent terminology, explicit conditions and outcomes, and well-defined exceptions. Experience supporting automation or AI projects is a strong advantage.
You have exceptional attention to detail, work independently and systematically, and are comfortable proactively gathering information and resolving inconsistencies with subject matter experts.
You communicate confidently in both German and English, with strong written skills and the ability to work effectively with detailed German-language processes and content. Experience with knowledge management, process mapping, Customer Service, or version-controlled content tools is an advantage.
Benefits
At Kleinanzeigen, we care about our people — their wellbeing, growth, and life beyond work. Our benefits are designed to support you holistically, giving you flexibility and opportunities to thrive.
✨ Flexibility
Flexible working time (hybrid)
20 days “work from anywhere”
Paid additional parental leave for both parents
Extra paid days off for special occasions (e.g. your wedding or a move)
❤️🩹 Wellbeing & Support
Confidential support & coaching for you and your loved ones
Annual company sports events
Pension and life insurance
📚 Growth & Development
Personal development budget
Learning opportunities to grow your skills and career
🛍️ Perks &Everyday benefits
Corporate benefits and exclusive discounts
An attractive referral program
Transportation allowance
Free shipping on Kleinanzeigen Direktkauf
Kleinanzeigen is an equal opportunity employer that values diversity and inclusion. We welcome people of all backgrounds, races, religions, colours, national origins, gender identities, sexual orientation, ages, marital status, or disability.
If this role sparks your interest but you’re not sure you meet every single requirement, we’d still love to hear from you anyway.