BDS Product Senior Analyst

Mars, Incorporated and its Affiliates; Guararema; Presencial; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

Mars, Incorporated and its Affiliates is seeking a Product Senior Analyst to provide functional and technical expertise in Service Management Operations with a focus on CRM products. You will participate in design, development, deployment, evolution and support of products for business users.

Embrace Agile and DevOps mindsets to deliver value quickly. The role involves working within a global team across hub sites, managing demand, and engaging with stakeholders from operations to director

Qualificações

• Experience with CRM and Service Management platforms.
• Strong collaboration with business and technical teams.
• Ability to work in global, diverse environments.

Responsabilidades

• Manage demand with the business (projects, major incidents, special requests) and address escalations from business.
• Collaborate with 3rd party vendors to ensure service and development metrics.
• Translate business requirements into IT solution specifications and assure customer satisfaction.
• Manage and execute technical design, development, and configuration activities for Financial Operations products and services.
• Identify and develop automation opportunities across business processes.
• Document solutions developed according to defined rules to assure global supportability.
• Participate and collaborate on a Community of Practices related to functional and technical areas.
• Assist with change management activities, including releases and production slots.
• Work with global stakeholders across business segments from operations to director level.

Conhecimentos

CRM product knowledge

Agile methodologies

DevOps practices

Stakeholder collaboration

Vendor management

Ferramentas

Service management tools

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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