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23 Apr 2022

Full-Time Systems Intelligence

Establishment Labs – Posted by carlos.winter Barcelona, Catalonia, Spain

Job Description

Engage with Customer/Consumer care departments to assist in the implementation of a new system and support its transition to a live operational environment. This role is the single point of contact for internal users of the system to liaise with the supplier and on all support issues. Support local teams with training and identify the need for reports.

Necessary Duties and Responsibilities include the following:

Application support

  • Ensure high standards of application support focused on the smooth functioning of the system
  • Establish and maintain thorough documentation of standard user processes
  • Escalate any technical issues from staff to the supplier where necessary, within the terms of the supplier’s SLA;
  • Keep pace with the changing needs of stakeholders and ensure that the system is maintained and enhanced to reflect these
  • Facilitate the use and awareness of the CRM system including holding regular user group sessions to share or cascade knowledge and address issues and requests
  • Proactive proposals to analyze more complex or strategic issues.
  • Together with the IT departments, you monitor the quality of data processes, identify problems, and ensure that they are resolved.
  • Evaluate call center technologies and customer service standards
  • Standardize and automate tasks across customer care departments
  • Communicate any critical issues and system changes to staff

System Implementation

  • To assist in the implementation of a new system and support its transition to a live operational environment
  • Lead activities required to support project milestones and scheduled release dates
  • Take a key role in the testing and approval of each area of the system, ensuring that it meets the requirements defined at an earlier stage in the project

Data analysis

  • Provide a central point through which data analysis can be requested, processed, and shared
  • Produce queries and reports to meet the requirements of the teams or be able to assist them in producing their own reports and build their capacity for doing so.
  • Results of reports and analyses are discussed and presented to the various stakeholders together with conclusions and recommendations.

Relationships and Roles:

  • Work closely with DOM and IT
  • Coordinates the standardization of reports with the Financial Analyst and Marketing Bridge, Standardization Manager
  • Customer and consumer Care Management

Job Specifications:

  • Analytical
  • Excellent time management and prioritization
  • Experience of or interest in training and mentoring
  • Experience using CRM software (Salesforce) and BI Tools (PowerBI, Tableau)
  • Previous experience with management reporting, business intelligence and insight i.e. in targeted marketing or visitor profiling

Important Note: This job description includes the necessary aspects required to evaluate this job position. It should not be used as a comprehensive list of all responsibilities, skills or functions.

How to Apply  

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 15 days.

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