Posted By
Foram Shah
Senior Associate - Talent Search at Hirecrest Consulting Services LLP
Last Login: 05 February 2024
89
JOB VIEWS
16
APPLICATIONS
4
RECRUITER ACTIONS
Posted in
IT & Systems
Job Code
1357666
Key Responsibilities :
- Collaboration with business stakeholders to gather and analyze requirements
- Understand the business needs to enhance productivity & efficiency of associates in the department
- Identify opportunities to automate processes & thereby help in reduction of overhead costs
- Engage with process spocs/TLs/Trainers in a workshop mode sessions & draft the business requirement document
- Carry out first level analysis of technical impacts wrt current systems in place
- Collaborate with the development team of Salesforce & Internal Users
- Co-ordinate with IT team & present the signed off BRD alongwith technical impact analysis
- Follow up with round of discussions with IT on feasibility & development timelines
- Align team including actual users for User Acceptance Testing basis tentative delivery dates
- Guide the team during UAT & empower team to sign off UATs
Train the Trainer model :
- Ensure UAT team trains specific business users alongwith Trainers on the development on the system
- Roll out the new initiative across the floor once the training of all users are completed
- Document the project/change request module and make it a part of training material for new joinees
Support BAU processes on system :
- Ensure team addresses the concerns of associates & customers facing technical/functional challenges while using CRM
- Ensure timely support notifications are sent out to IT by the team & follow ups made so that issues are resolved within SLAs defined/agreed with IT
- Weekly review meeting of both IT support & CRM team for RCAs & arrive at a consensus on delivery timelines
- Fortnightly review with manager, IT counterparts & head of department on the status of initiatives & prioritization of further requirements
- Attending as CC-IT Lead during inter-departmental meetings with Sales/Accounts for impact analysis of statutory guidelines imposed by Govt. & planning for its development/implementation in CC
Skills, Knowledge and Abilities : Co-ordination, Timely Implementation, Delivery roll-out, Training support, Team motivation, Proficiency in Apex, Visualforce, Lightning Component
Qualification : Diploma/degree in CS or IT, MBA preferably in operations, Salesforce Admin certified
Work Experience and Other Requirements : 5 years. Has played managerial role. Knowledge of customer care process in any industry.
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Posted By
Foram Shah
Senior Associate - Talent Search at Hirecrest Consulting Services LLP
Last Login: 05 February 2024
89
JOB VIEWS
16
APPLICATIONS
4
RECRUITER ACTIONS
Posted in
IT & Systems
Job Code
1357666