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OCRM Support Specialist

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Nivelul carierei
Senior (5-10 ani)
Limbi vorbite
Engleză - Avansat
Posturi disponibile

Main activties:


- Delivers support services to country already deployed with OCRM solutions as an operational point of contact
- Takes the lead on assuring tickets solving, ensuring that logged tickets are closed and end-users have no longer questions
- Ensures business processes and procedures are correctly applied within the OCRM systems as defined by the project
- Is the interface of CRM projects between business service owners, stakeholders and the rest of IT services
- Creates/updates/consolidates OCRM KPIs (usage, data quality, business )
- Follows on a recurrent basis Group KBIs for each deployed country
- Follows-up Support Chain with Group actors
- Follows-up/contributes to the issues treatment at group level with IT
- Follow-up change requests coming from tickets raised by different countries
- Contributes to the OCRM tools customization (light parameterization)
- Ensure data quality in OCRM tools with Group solutions
- Ensure the evolution of the guides documentation between two releases or whenever necessary
- Organizes and participates to different meetings/workshops (SteerCo, Follow-up etc.)
- Centralizes and manages user registration
- Builds, runs and delivers monthly extracts/reports to users according their needs
- Contribution to Change Requests gathering and general specification review
- Contribution to Business Qualification (preparation and performance)
- Contribution to UAT phase (User acceptance test) for all the countries deployed with OCRM tools (preparation and performance)
- Supports countries (key users, management) with trainings (materials, scenarios, videos etc.)
- Communicates daily/weekly/monthly information bulletins to countries deployed with OCRM solutions
- Liaise with consulting third parties teams (internal/external)
- Ensure management of the training environments
- Participates, as needed, to different phases of the project (assessment, proximity, deployment, kick-off)
- Becomes actively involved to keep evolving the service management offered to countries


Specific Competencies:
- Teamwork
- Ability to prioritise
- Organisational awareness
- Communication skills
- Able to respect multiple deadlines
- Problem solving skills
- Planning and organizing
- Flexibility

Professional Qualifications:

- University graduate

- SQL skills
- CRM knowledge; specific CRM tools knowledge is a plus (PeopleSoft, Microsoft Dynamics)
- Fluent in English

- Basic French would be a plus