Position Summary:

The CRM Support Specialist provides support for our client’s CRM Users in the Americas Region.  Additionally, this position acts as the Overall Incident Manager for the Information Systems team, assigning Incidents for all applications, and tracking completion of these incidents.  The CRM Support Specialist Role is based in Columbia, MD and reports directly to the Director of IT for the Americas / Global CRM Competency Center lead.

Job Functions:

SAP Hybris C4C Operations Incident Support

Expediting Incidents

·         The CRM Support Specialist Monitors incoming Incidents in the IT Help Desk Application (ITSM System) for the overall America Users (AM_IS and corresponding ITSM "inboxes")

·         The CRM Support Specialist Reviews incident information, and resolves Level 1 and 2 incidents to the maximum extent possible with the goal of completing 75% of all tickets within 8 hour period.

·         If incident resolution not possible, assigns incident to responsible party based on user role/incident information with the goal of minimizing multi-hop tickets to less than 1% of all tickets

·         Follows up on Incidents which are created by Americas regional users and assigned to Munich IT team for resolution, acting as a facilitator between the business user and Munich IT team.

·         Assists the business with CRM system administration, master data maintenance, and training as requested.

Incident Management

·         Performs the role of Overall Incident Manager for the Information Systems team (Applications), assigning open Incidents to other Support Specialists for all applications, and tracking incident to completion.

·         Represents the Americas IT team for Global Support Initiatives and the Global incident management process.

·         Communicates and trains other Support Specialists on global incident management processes

Incident Analysis and Reporting

·         Analyzes ITSM system data to ensure proper Incident and Change management goals are met.

·         Monitors all IT (Infrastructure and Applications) Incidents for quality and timely completion.

·         Monitors 8 hr resolution report produced in Munich for America IT Team anomalies and works to mitigate these issues with the team members.

·         Completes Monthly incident reporting, preparing excel pivot tables and status charts from ITSM data downloads.

·         Prepares Monthly Incident status reports, displaying open and completed work, for each team.

·         Publishes this data for monthly team meeting and quarterly management review.

Change Requests

·         The Support Specialist ensures the completion of Change Requests, requested by RSNA users, and Approved and Prioritized by the CRM Sales Change Control Board.

·         Approved Change Requests are configured and unit tested by the CRM Competency Center resources with oversight and as directed from the Functional Coordinator and Support Specialist for local review.

·         Completed Change Requests are integration and regression tested jointly by the Business Users and CRM Support Specialist resources and promoted to the SAP Hybris C4C Production environment with oversight from the Functional Coordinator.

Training

·         Responsible for onboarding of new Support Specialist personnel

·         Trains Americas IT personnel in basic ITIL methodologies

·         Trains Americas IT personnel in use of ITSM Heat software

·         Trains Americas IT personnel in effective ticket processing practices

Understanding of business processes and customer needs

·         General understanding of Customer Relationship Management (CRM) business processes for Sales and Marketing.  Understanding of Marketing, Sales Quotation, Sales Order Processing, Sales Distribution, Variant Configuration Sales Order Processing, Order to Cash business processes, Invoicing, and Accounts Receivable.

·         Understands SAP Hybris and ERP functionality and configuration options for the above business processes.

·         Understands Custom CRM Quotation Applications, such as, KISS and Camos

·         Knows the role and responsibility of other functional units of the business field within the IT department.

Problem Complexity

·         Develops solutions to problems using standard methods

·         Works independently most of the time; receives technical assistance from experts when performing complex tasks

Leadership/Management

·         Coordinates the completion of Incidents with other Americas IT Support Specialists

Accountability

·         ITSM – Manages and tracks work effort in the IT Department “System of Record”.

·         Incidents - Request Business Customers (or record for the business) an incident for all Help Desk tickets.

·         Changes & Projects - Utilize the ITSM system to record all Changes (new functionality enhancements between $5,000 and $50,000 effort) and Projects (new functionality enhancements larger than $50,000 effort).

Cooperation

·         Works together primarily with colleagues in the spirit of collaboration

·         Works directly with internal and external clients to foster relationships and innovation

Professional Acceptance/Reputation

·         Recognized in his/her organizational unit for the skills in his/her area of specialization