Descripción
Para uno de nuestros clientes del rubro salud estamos en la búsqueda de un Principal System Analyst.
The selected candidate will work as a consultant within the IT team which is responsible for managing and supporting Inbound & outbound multi-channel Contact Centers. The primary application for this capability is built on Salesforce.com Service cloud. He/she will work as a Business Analyst, bridging the gap between internal IT teams and the business with the ultimate goal of meeting the business objectives within the supported platforms. He/she will also work on system-related tasks such as license management, SW Life Cycle Documentation and regular operations.
Tasks and responsabilities
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Partners with the business team to understand and capture high-level business requirements.
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Clearly articulates and documents business requirements.
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Assesses the risks of various solutions and assist business in prioritizing competing demands.
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Manages ongoing relationship with business partnering to drive satisfaction with IT services.
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Supports the change management process.
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Supports the introduction and deployment of standard solutions to new markets (if necessary).
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Assists with analyzing & testing regular updates from the vendor (Salesforce releases) and communicates changes to the IT and Business Capability Lead.
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Engages with knowledge workers to incorporate usability and user interface needs when designing systems.
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Proactively resolves customer satisfaction issues.
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Manages relationships, and monitors vendor performance against SLAs.
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Ensures continuous knowledge transfers to the Level-1 (Global Service Desk) and Level-2 Support through the creation and maintenance of Knowledge Articles in the Knowledge Database
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Ensures System Life Cycle documentation is kept up to date.
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Point of contact for Level-1-Level-3 ticket inquiries and escalations. Also assists in solving of complex Level-3 tickets.
Performance Indicators:
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The business feels like their needs are heard.
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Change requests are managed properly, documented and in accordance to the release plan.
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Updates from the vendors are implemented and communicated with the users.
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Streamlined communication between all the stakeholders.
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High level of customer satisfaction.
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Alignment within Capability team and Global Business Process Owner on On-going initiatives / projects and operational topics.
Requirements
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5+ years of experience in Salesforce.com consulting or development or operations (Level 2 or Level 3 support).
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Demonstrated ability to communicate both verbally and in writing.
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Problem solving.
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Advanced English.
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Project Management expertise both Waterfall and Agile Scrum is a plus.
Modalidad de trabajo híbrida en zona Munro.