Digital Program Support Analyst

Job Details:

Job Title: Digital Program Support Analyst

Location: Erie, PA

Duration: 1 year

Essential Functions/Responsibilities:

The Customer Response Systems Program Support will be an integral part of the customer issue management team. This individual will be responsible for supporting SalesForce Service Cloud operations & customer issue tracking processes.

Key deliverables include ensuring the business processes are supported with the tools as well as leveraging technology to enable simplification of the process. Duties also include gathering program requirements and managing design and configuration of tool improvements. Scope encompasses defining specific process improvements in areas such as communications and dispatching. Individual will also lead managing SalesForce licenses, user training and ongoing support such as help desk.

In this role you will interact within business processes focused on customer issue management, be involved in long-term planning, manage current complex issues within functional area of expertise, and contribute to the overall team strategy.

Qualifications/Requirements:
• Bachelor's degree from an accredited four year university or college
• Additional leadership and project management experience, leading complex cross-functional efforts
• Strong IT aptitude

Desired Characteristics:
• Bachelors of Science degree preferred
• SalesForce Advanced Admin & Developer certified
• Operations and/or service experience a plus
• Ability to lead in a matrix environment
• Demonstrated success in working with cross-functional teams
• Strong planning & presentation and written communication skills
• Demonstrated ability to excel in all customer service areas
• Strong oral and written communication skills
• Strong interpersonal, collaboration and leadership skills
• Working knowledge of logical and physical data modeling
• Understanding of key interfaces between business processes and functions
• Ability to simplify and clarify procedure requirements

To know more about this position, please contact:

Ujjwal Mane
973-805-7557

ujjwal.mane(at)collabera.com