Administrator II Customer Experience Cloud

Department: None
Description

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Description

Emerson Automation Solutions CX (Customer Experience) Solutions group is responsible for providing IT Support Services to all end users in the centralized business systems. The purpose of this role is to review, analyze, and evaluate business requirements, and user needs to formulate and implement application changes and customization.

Responsibilities

Duty 1: Project Support

Project Initiation

•Leads scope reviews – drives the conversation, provides overview of the team including processes, capabilities and purpose; Understands or uncovers the real need for the project; uses technical and business knowledge to have an initial understanding of the value, impact and complexity of the project

Project Planning and Design

•Introduces and tests new system functionalities to continuously improve the technical capabilities of the team

•Performs research and analysis to validate if the detailed solution is the best fit to meet the requirements

•Reviews and assesses prototypes in terms of relevance and application to the requirements of the customers

•Leads project milestone and gate reviews

•Recommends and negotiates solution and development timeline to the stakeholders; gets their buy-in and commitment to any deliverable

•Encodes documentation using standard project templates; stores and organizes the documents to the team’s repository.

Project Execution

•Implements system changes based on specifications (configurations, data migration, integrations); Participates in cross-functional testing and peer reviews

•Reviews and troubleshoots configuration changes made by other team members and resolves any conflicts.

•Creates configuration standards and design guidelines or any system implementation related improvement

•Assists Configuration Lead in setting up the development, staging and production environments, necessary permissions, and project tracking tool.

Project Testing and Deployment

•Works closely with business analysts in testing and validating configuration changes

•Identifies, analyses and mitigates UAT and Go-Live test results issues

•Works closely with operations support team in the deployment of configurations to staging and production environments

•Reviews the objective in comparison to the actual output

•Implements the necessary fix or improvement for advanced functionalities based on testing results

•Supports the Operations Team by serving as escalation point for issues requiring advanced troubleshooting or problem solving

Duty 2: System Support & Maintenance

•Troubleshoots and fixes major configuration errors and assists associate configurators in making sure issues/requests are resolved appropriately and on time

•Supports the Operations Team by serving as escalation point for issues requiring advanced troubleshooting or problem solving

•Documents issues and corresponding fix to the team’s tracking tool

Duty 3: Continuous Improvement and Innovation

•Escalates specific issues and provides recommendation to customers to address them.

•Works closely with counterparts/POCs to identify loopholes and process gaps.

•Support projects related to quality improvement (such as Think Customer, QMS, etc.)  and handles tasks to support the objectives of the management.

Requirements

Education: 

•University degree (Computer Science, Computer Engineering, Information Technology, Information Systems or similar) or equivalent

Job Related Experience:  

•At least 3 years relevant work experience in implementing/configuring a heavily used, highly available, 24×7 enterprise platform

Specific Knowledge:

•Oracle Service Cloud, Field Service Cloud, Sales Cloud or any similar system (Salesforce, Dynamics)

•Microsoft Office tools (MS Word, Excel, Access, PowerPoint, Project Management)

•Jira or any issue/project tracking software

•Experience with understanding and interpreting requirements specifications

•Experience with Agile/Scrum methodologies and best practices

•Deep interest and aptitude in problem solving and innovation

•Strong interpersonal, written and verbal communication skills

•Strong negotiation and analytical skills

•Ability to work in a demanding user environment

•Ability to elicit, analyse, communicate and document requirements

•Ability to see overlapping/conflicting system configurations and dependencies

•Ability to communicate complex technical concepts and models into understandable visual representations

•Ability to facilitate meetings, resolve conflicts, negotiate and influence others

•Process mapping/modelling; Data mapping

•Familiarity with Stage-Gate process or similar

Primary Location

Philippines-National Capital Region-Quezon City

Job Function

Information Technology

Date

Aug 24, 2021, 5:31:26 AM