BDS Product Senior Analyst

Mars; Guararema; Presencial; BRL 180 000 - 260 000; Tempo integral

Resumo da oferta

Mars in São Paulo is seeking a Product Senior Analyst to provide functional and technical expertise in Service Management Operations, with a focus on CRM products. You will be involved in design, development, deployment and ongoing support for business users.

The role emphasizes Agile and DevOps practices, global collaboration across hub sites, and driving automation and improvements in service delivery. A strong partnership with business stakeholders is essential to translate requirements into

Qualificações

• Experience in service management and CRM products.
• Strong collaboration with business and IT teams to translate requirements into solutions.
• Experience with change management and production releases.

Responsabilidades

• Manage demand with the business (CIPs, projects, incidents, requests).
• Provide functional/technical expertise from design to go-live of products.
• Oversee service management with 3rd party vendors and measure SLAs, availability, and performance.
• Oversee development with 3rd party vendors and ensure development metrics.
• Collaborate with business to translate requirements into IT solutions and ensure customer satisfaction.
• Manage technical design, development and configuration for Financial Operations products.
• Identify automation opportunities across business and internal processes.
• Suggest improvements as part of Problem Management and document solutions for global support.
• Participate in Community of Practices related to functional/technical areas.
• Assist with change management activities including releases and production slots.
• Engage with global stakeholders from business operations to director level.

Conhecimentos

Agile methodologies

DevOps mindset

Stakeholder management

CRM systems

Service management

Vendor coordination

Automation opportunities

Descrição da oferta de emprego

Job Description

What are we looking for?

The Product Senior Analyst provides functional and technical expertise in Service Management Operations, focused primarily on CRM products, involved in and/or leading on design, development, deployment, further evolution and support of products to business users

This position will always be searching for better and quicker delivery of value back to our customers, based on Agile and DevOps ways of working and mindsets.

This role will be part of a global team based in various hub sites.

What will be your key responsibilities?

• Manage the demand with the business (CIPs, projects, major incidents, special requests), including address Escalation of incidents/requests/problems/demands from business
• Involvement on transformational programs/projects to provide functional and technical expertise, collaborating with since the design until go live of products, including Service Introduction role when needed
• Service management with 3rd Party vendors based on role model operational excellence, with overall accountability on the metrics for service (SLAs. Availability, performance, etc)
• Development management with 3rd Party vendors based on role model development excellence, with overall accountability on metrics for development
• Strong collaboration with business to translate business functional requirements into actual practical and working IT solution specifications and assuring high level of satisfaction from the customers
• Manage and execute technical design, development, and configuration activities for Financial Operations products and services
• Identify and develop automation opportunities across the business processes and internal processes
• Identify, propose and develop improvements for product and services as part of Problem Management process
• Document solutions developed according to the defined rules in place, to assure global supportability
• Participate and collaborate on a Community of Practices related to his functional and technical areas
• Assist with change management activities, including releases and production slots.
• Work with global stakeholders across all business segments from business operations to director level.

What can you expect from Mars?

Work with diverse and talented Associates, all guided by the Five Principles.

Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

A strong focus on learning and development support from day one, including access to our in-house Mars University.

An industry competitive salary and benefits package, including company bonus.

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