CRM Data Admin & Support Analyst
Emerson
San Jose, Costa Rica
hace 28 días

Description

  • The CRM Data Admin & Support Analyst is responsible for the administration of the Oracle CRM on Demand Database as well as 1st level support regarding the usage of this application by the Sales, Service, and Management departments of the organization.
  • The CRM Data Admin & Support is responsible for assisting in the creation of standard training content and gathering enhancement requirements from the user community to communicate them further towards implementation.
  • Responsibilities

    Offers support in the creation and usage of standard analytics, and maintain the integrity of the data

  • Support the implementation of the Oracle Analytics module
  • Assist in the requirement definition for standard reports and analytics
  • Assists the users in the process or requesting a new report / dashboard
  • Support the users in the use and interpretation of the reports
  • Participate in the creation of standards for data administration
  • Provide guidance to the user community for the data clean-up activities
  • Ensure the data entered is regularly checked and kept up to date
  • Provides 1st level support to the users of the CRM application

  • Resolve issues requiring simple explanations and user training
  • Ensures communication with ITSS and Program Management Teams to enable timely resolution of issues
  • Track reported issues and ensure effective and timely resolution
  • Ensure effectiveness of the support activities of live applications
  • Aid the user community in the set-up and use of the Business Applications
  • Identifies business requirements from Sales, Marketing and Service Departments related to CRM

  • Investigates system issues reported by users with the objective of determining the root cause and identifying potential solutions
  • Consolidates system improvement requirements raised by CRM users
  • Leads and participates in the functional business requirement analysis and Functional Requirements Specifications for system changes and new functionalities
  • Presents functional analysis to CRM Functional Team who need to approve resource allocation for including the improvement project in the Global CRM Roadmap
  • Reviews and clarifies Functional Requirements Specifications with Global Configuration and Development Teams
  • Coordinates testing activities for the system improvements and new functionalities in the CRM Development and Staging environments
  • Coordinates the development of training materials and user instructions for the system improvements / new functionalities
  • Coordinates Knowledge Transfer to the CRM Operations team in order to make sure that the CRM Operations team can effectively provide tier 1 and 2 user support on the improvements / functionalities deployed through the project
  • Requirements

  • CRM On Demand, Sales Cloud, Service Cloud, upgrade or implementation experience is a plus.
  • Basic knowledge of Business Analysis principles
  • B.A. or B.S. or similar (IT, IS, Computer Science, Computer Engineering or similar) or equivalent work experience
  • Solid understanding of Sales and Marketing processes and methodologies
  • Microsoft Office Software knowledge
  • Language English
  • Knowledge of report writing and database principles
  • Extensive knowledge in all phases of software projects including analysis, design, development, testing and successful implementation of software application systems.
  • Ability to travel globally
  • About Emerson

    Imagine being surrounded by intelligent, driven, and passionate innovators all working toward the same goal to create groundbreaking solutions that leave our world in a better place than we found it.

    Emerson is a global technology and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.

    Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs.

    Our Emerson Commercial and Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency, and create sustainable infrastructure.

    A dynamic environment is what you’ll discover at Emerson, a Fortune 500 company with $14.5 billion in sales and 155 manufacturing locations worldwide.

    Together, we’re changing the world, and we have all the resources to help you achieve your professional goals.

    Whether you’re an established professional looking for a career change, an undergraduate student exploring options, or recently received your MBA degree, you’ll find a variety of opportunities at Emerson.

    Join our team and start your journey today.

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