Commercial Systems Support Consultant - Salesforce - Abbott - Waukegan - Wizbii

Commercial Systems Support Consultant - Salesforce

  • Par Abbott
  • Waukegan (United States of America)
  • Commerce / Vente
2018-09-06T00:36:30+0000

Description de l'offre

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

JOB DESCRIPTION:

Abbott is looking for an IT Operations Client Services Consultant for the Customer Relationship Management (CRM) function within the Commercial Domain of the IT Operations organization, based in Waukegan, IL. The role of the Client Service Consultant requires an understanding of CRM, specifically, Software as a Service (SaaS) technologies, with focus on Salesforce.com, as well as other specialized applications built on the Salesforce platform. The candidate should have diverse IT experience in project delivery, supporting CRM SaaS applications, and in the Managed Services environment working with third party Providers. The ideal candidate should also have worked with global organizations. The candidate should be highly organized and be able to work with various levels of management. This role will work with the third-party support provider to assess the current support processes and develop a plan for integrating this partner into the established BSS Run processes. In addition this role will report on performance metrics and work with the business and provider to ensure contractual obligations are met and effective application support is provided.

Support Operations / Small Projects for AN EMEA, and LATAM Salesforce.complatform

  • Understand the impact of incoming Major and Minor Enhancements to the Salesforce platform
  • Coordinate regularly scheduled operational support meetings with support providers and business partners
  • Serve as System Owner on Review Board for Major Enhancements to Platforms
  • Ensure that the IT Operations team maintains and updates the Salesforce Abbott Nutrition EMEA, and LATAM application inventory
  • Respond to queries from Project Managers regarding processeses and policies used for implementation activities

Oversee Incident Resolution

  • Respond as appropriate to Critical (P1) and High (P2) issues and assist providers in resolution of the same
  • Ensure that Root Cause Analysis (RCA) is completed and documented by provider for Critical (P1) and High (P2) issues and secure agreement with the Busines Relationship Manager with any RCAs submitted for review
  • Monitor submission and completion of RCA’s and related follow-up activities
  • Coordinate Proactive Problemen Management activitites with BSS-Run support team

Manage Minor Enhancements (ME)

  • Ensure that ME’s are delivered on time
  • Resolve issues and impedements to progress
  • Attend bi-weekly Minor Enhancement Meeting held by PMO to review progress on ME’s

Manage/maintain BSS Application Inventory for Customer Relationship Management (CRM) sub-domain for Abbott Nutrition EMEA and LATAM regions

Manage License Renewal and Invoiceing Management / Financial

  • Ensure that license renewals are managed accurately and on-time
  • Understand future need / demand
  • Work with Finance on funding and requirements / availability

Perform Access Management Activities

  • Understand and approve appropriate levels of access for Employees and Providers
  • Approve yearly recertification requests as appropriate for access into systems

Support Audits

  • Respond to and coordinate with Provider(s) to respond to submit audit deliverables on time
  • Remediate any findings generated by audits

Basic Qualifications:

  • Bachelor’s degree in the field of computer science, systems engineering, or equivalent
  • 8 or more years of experience working in IT operational support, with 3 years supporting Customer Relationship Management (CRM) and SaaS software, specifically Salesforce.com

Preferred Qualifications:

  • Experience working with 3rd party IT Service Providers, both onshore and offshore, as well as other 3rd party vendors / providers
  • IT problem determination (experience in Root Cause Analysis) and problem resolution skills
  • Experience managing Proactive Problem Management activities
  • Proven influencing skills, strong collaboration and partnering skills
  • Highly organized and work independently

JOB FAMILY:

IT Business Relationship Management

DIVISION:

GIS Global Information Services

LOCATION:

United States > Waukegan : J46 Floor-1

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 5 % of the Time

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

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