CRM Data / Business Technical Analyst Requisition ID: (1900002754)
Primary Location: Philippines-Manila-Mandaluyong
Job Function: Information Technology
Job Posting: Nov 7, 2019, 11:48:48 PM
Job Summary:The Senior CRM Data/Business Technical Analyst will be responsible of the development and support of the CRM applications. He/She will be the subject matter expert of the CRM application including its integration with other digital tools.The role will provide in-depth application support for CRM applications, respond to user support issues, monitor critical service requests, escalate issues to application providers, perform regression testing and facilitate regular meetings with assigned group.
Key Duties:
Participate in the deployment of digital sales tools particularly in the designing, building, testing, implementation and stabilization.
Receive and resolve user issues (incidents). Deploy service requests (change requests) ensuring solution is scalable and meets overall business requirements and identify/document functional gaps
Conduct regression and integration testing when there is a new release as well as in any situation when quick or detailed testing is a must.
Lead or participate in root cause analysis / corrective action for critical issues and incidents
Analyze production configuration issues and resolve any functional gaps
Support, maintain and develop interfaces between Digital system and related business critical systems.
Generate and maintain documentation for changes made to systems. Assist in the review of documentation created
Collaborate with the Project Management Office to estimate the delivery timelines, estimate resourcing needs, and identify risks & issues upfront
Participate in validation/testing and release activities as needed
Translate system specifications and create functioning programs using the Oracle Sales Cloud CRM Platform or other Sales Enablement platforms
Testing. Develop test plans and conduct tests to software to ensure proper operations and freedom from defects and meet business requirements. Maintain systems to ensure reliability and performance.
Create training plans and documentation as it applies to the digital applications and tools.
Escalate issues and requests to vendor or implementation partner and ensure timely resolution.
Work effectively with remote team members, outsourced resources, and users to complete tasks.
Conduct ongoing quality reviews and analysis of data in CRM. Identifies data quality issues and escalates for corrective action
School Background / Working Seniority:
3-5 years of experience operating with CRM platforms
Bachelor’s degree or equivalent
International experience
Experience in an international System Integrator company is a plus
Basic Skills:
Strong English language skills
Analytical, and Problem-solving skills are required
Technical / Functional skills:
Deep experience with Oracle Sales Cloud platform
Experience with Oracle CRMoD
Knowledge of ERP systems
Experience with PL/SQL or MS SQL, Java and Javascript is preferred
Experience creating Functional Requirement Documentation
Excellent Communication and Teamwork skills
Process Discipline and Documentation skills essential
Ready to move beyond own area of comfort
Knowledge of ITIL v3 is preferred
