AMEA C4C System Administration

Avantor; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Avantor is seeking an AMEA C4C System Administrator to manage the CRM system and related modules, including Sales, Customer Service, and Product/Marketing activities. The role requires independent work with supervision and strong data analysis, reporting and cross-functional coordination.

The ideal candidate will have a IT-related degree and 5+ years’ experience, with knowledge of MS Office, Power BI, ERP/CRM concepts, and ideally SAP and C4C experience.

Qualifications

• Graduate in Information Technology or related field (B.S/B.A).
• 5+ years’ experience in a related role.
• Knowledge: MS Office, programming, data analytics (Power BI), ERP/CRM fundamentals.
• Preferably with SAP and C4C experience; B2B background.
• Strong communication, problem-solving, and decision-making skills.

Responsibilities

• LEVEL 1 support to users: handle login, bugs, onboarding, and liaise with ISRM for escalations.
• Performance reporting: develop KPI reports and train users on analytics capabilities.
• System enhancement: gather feedback, drive CRM improvements, conduct annual user surveys.
• User training & adoption: ensure CRM usage and audits across Sales, Service, and Marketing.
• Master data/approval matrix: manage data quality and user provisioning in ERP and C4C.
• Reporting: act as a link to the Global Director Commercial Excellence-CRM tools.

Skills

MS Office

Power BI

Data analytics

Cross-functional communication

Presentation

Problem solving

Oral & written English

ERP fundamentals

Education

Bachelor's degree in Information Technology

Tools

SAP

C4C

CRM data flows

CRM familiarity

Job description

The Opportunity:

Avantor is seeking an AMEA C4C System Administrator. The associate should work independently under close supervision, provides analytical and specialized administrative support to relieve executive, administrative, and line and staff managers of complex details and advanced administrative duties. Executes special or continuous research and data analysis tasks. Analyzes problems, determines approach, compiles and analyzes data, and prepares reports/recommendations. Coordinates activities between departments and outside parties. Contacts company personnel at all organizational levels to gather information and prepare reports. Work is generally of a critical or confidential nature.

What we’re looking for:

• Education: Graduate in Information Technology, or relevant systems and technology course (B.S or B.A. in business, marketing, accounting, computer science, etc…)
• Experience: 5+ years’ experience
• Preferred Skills: Knowledge: Computer literacy (MS office, programming), data analytics (ideally Power BI), sales process, ERP and CRM fundamentals Skills: ERP and CRM data flows, management and administration, project management, cross-functional communication, presentation, interpersonal, judgment/decision, problem solving, Proficient in oral & written English Preferably with background experience in a B2B environment, and ideally with a good knowledge of SAP and C4C solutions
• Attributes: Positive attitude, internal customer focused, stress tolerance, initiative, strong work ethic, influencing, responsible, dependable, flexible, sense of urgency, team player.

Main Objective of the Job:

Responsible for the overall management, maintenance and integration of the CRM System and related modules (Sales, Customer Service, Product/Marketing activities…)

Duties and Responsibilities:

LEVEL 1 SUPPORT TO USERS

• Attends and provides solution to user problems (level 1 technical support as super user): login, bugs, fixes, new versions, onboarding, change in assignment, offboarding) and liaise with Onedesk and ISRM teams for resolution of level 2 and 3 issues
• Troubleshooting, access management, maintenance of C4C AMEA webpage, processes and tools, reporting

PERFORMANCE REPORTING

• Communicate with CRM team to develop a strong understanding of the performance KPI reports designed
• Support the business users by training them on the reports capabilities from the data gathered by the CRM solution for integrated Business Analytics (opportunity funnel, campaigns, activities, etc…)

SYSTEM ENHANCEMENT

• Responsible for gathering users’ feedback and system development needs, to ensure the continual improvement of necessary CRM capabilities that are beneficial to the business Design, administer and analyze the annual CRM users’ survey, devise continuous improvement plan, and make recommendations to the management

USER TRAINING & ADOPTION

• Oversees the active use of the CRM system and related applications and ensure that all parameters for Sales, Customer Service and Product/Marketing teams activities are complete, maintained, and reflective of the overall direction of the organization Conducts system and usage audits with users

MASTER DATA/APPROVAL MATRIX

• Manages and ensures the quality of the users’, products’ and customers’ master data, as well as approval matrices in the system Maintenance not set-up (users in ERP and new users in C4C)

REPORTING

• Direct line to the Global Director Commercial Excellence-CRM tools (based in EU)

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

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