Especilista en Manejo de Casos (Temporal)
Mondelēz International
San José ,CR
hace 46 días

Job Description

Mondelez International, Inc. (NASDAQ : MDLZ) is a whole new company that has been reimagined with a single focus in mind : create delicious moments of joy by sharing the world’s favorite brands.

Launched on Oct. 1, 2012, and employing around 100,000 people around the world, Mondelez International comprises the global snacking and food brands of the former Kraft Foods Inc.

While Mondelez International is new, the company’s brands are as diverse and rich with heritage as the 170 countries in which its products are marketed.

As the world’s pre-eminent maker of snacks, Mondelez International has leading shares in every category and every region of the world in which it competes.

The company holds the No. 1 position globally in Biscuits, Chocolate, Candy and Powdered Beverages as well as the No. 2 position in Gum and Coffee.

Mondelez International is a global snacks powerhouse with billion in revenues and operations in more than 80 countries. More than 80 percent of our revenues are generated outside North America.

Our brand portfolio includes such well-known brands as Oreo, Trident, Cadbury, LU, Toblerone, Halls and Milka. For more information, visit http : / / www. / and / mondelezinternational. Are you fascinated by our delicious business around the Globe?

Are you excited about Change?We have a fantastic opportunity to join with us! Mondelez International is looking for Case Management Specialist (Temporary) The Case Management Specialist, Americas is a temporary role to provide support to the Costa Rica MBS ES Service Centre with their use of the iRequest Case Management system.

This includes provision of technical support services as well as day to day issue resolution.

  • The role supports the key users / super users across the Region to develop all necessary knowledge and understanding of
  • The case management systems they use and how they link to other systems; the processes they follow; and the data that they maintain in order to ensure that their end users achieve effective use of the system;
  • accurate data entry; adherence to data and data privacy standards; and excellent process adherence

  • First point of issue escalation for country Super users, perform analyses of the issue and identify correct course of action.
  • Liaise with all appropriate stakeholders as necessary

  • Liaise between country Superusers, ITS Global Solution team and third party technical support team for more complex or more technical issues
  • Localize test plans for system changes that impact the Americas service center, upgrades, patch enhancements and projects.
  • Co-ordinate country level test requirements including identification of suitable employee data for testing, security / access to test systems etc.

    Manage test execution across countries ensuring timelines are adhered to

  • Identify gaps / weaknesses in super user / key user networks and work with stakeholders to address them.
  • Embed and drive a continuous improvement mind set among the Super Users teams, harnessing expert user and end user insights to drive efficiency;
  • to improve user experience; to ensure efficient and effective application of process controls; and to ensure employee personal data is appropriately protected.

    First point of contact within region for improvement ideas and bottom up identification of functional requirements, liaising with the Case Management Capability Lead and ITS Global Solution owners as required to assess and pursue as appropriate

  • Manage system security / access requirements on behalf of countries supported. Liaise with global team for provision of security requirements and manage the periodic access review process for all user access within the countries supported.
  • Work with the Case Management Region and Global Capability Leads, Global Service Line Leads and ITS Global Solution Owners to identify planned changes to systems and / or processes, ensuring that appropriate training plans are in place and are adequately resourced to support smooth introduction of changes.
  • Qualifications

    The successful candidate will be a : Experience Detailed regional knowledge of HR processes across their technology areaExisting knowledge of the CMT iRequest tool a distinct advantageExperienced in providing a high level of customer serviceExperienced in delivering and managing technology training programsExperience working in a global organization and within a shared service organization Skills A positive "can do" attitudeProblem solving mind setDetermination to find workable solutionsStrong engagementCommunication skillsMondelez International, Inc.

    is an equal opportunity and Affirmative Action employer. We actively seek to maintain a diverse work force, and Mondelez International, Inc.

    therefore recruits qualified applicants without regard to race, color, religion, gender, national origin, age, disability, or Vietnam veteran status.

    We invite you to leave your CV to be part of this great team of people and brands who make Mondelez International.Join our dream of creating delicious moments of joy! Thank you, we look forward to speaking with you!

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