Company Overview:
Information Technology Brambles companies, including CHEP, help move more goods to more people, in more places than any other organisation on earth. Our 330 million pallets, crates and containers are continuously in motion, forming the invisible backbone of the global supply chain and the world's biggest brands trust us to help them transport their goods more efficiently, sustainably and safely. As pioneers of the sharing economy, Brambles created one of the world's most sustainable logistics businesses through the share and reuse of its platforms under a model known as pooling. Brambles primarily serves the fast-moving consumer goods (e.g. dry food, grocery, and health and personal care), fresh produce, beverage, retail and general manufacturing industries. The Group employs more than 10,000 people and operates in over 60 countries with its largest operations in North America and Western Europe.
Position Purpose:
Responsible for the delivery and support of the portfolio of IT solutions and services to meet the Brambles global functional CRM needs. This role requires solid knowledge of CRM functions across marketing, sales, and service with specific focus in areas like contract lifecycle management, customer insights & experience (feedback surveys & customer loyalty).
Major / Key Accountabilities:
1. Lead functional analysis and documentation of business requirements & enhancements including user stories, integration design and functional design.
2. Provide demos, mock-ups, and proof of concepts to business stakeholders demonstrating functional and technical capabilities of CRM applications.
3. Document and deliver business requirements and enhancements in an agile iterative approach while adhering to governance and quality standards.
4. Configure the application and work with technical resources to support object development and unit testing, user acceptance testing, integration and regression testing, and change management activities.
5. Provide support for internal and external customers including troubleshooting, identifying system and process improvements, and introducing new technology as appropriate.
6. Analyze and diagnose data quality or system deficiency issues while providing options for resolution.
7. Support system extracts, enhancements, and other ongoing support tasks as appropriate.
8. Negotiate, commit to, and control project schedules for his/her own deliverables.
Key Contacts:
Internal: Business Relationship Management, Business Analysts
External: Application Vendors, 3rd Party Service Providers
Qualifications:
BS in Information Systems, Computer Science, MIS, Engineering, Mathematics, Business, and/or relevant work experience (foreign degree equivalent accepted).
Experience:
1. 3-5 years of IT experience with at least 3 years working in agile methodology.
2. 3 years in delivering Salesforce implementations with at least one end to end implementation.
3. 3 years in configuration & customization of Salesforce Lightning platform.
4. 1 year in working with a Salesforce native or app exchange contract lifecycle management and/or customer survey tools.
Skills and Knowledge:
Extensive experience implementing CRM applications and proven experience with the following Salesforce functions:
- System Configuration & Maintenance.
- Application Layer Security Maintenance (User Profiles, Roles, Security & Access Settings).
- Creation of custom objects, fields, formulas, validation rules, workflow, and escalation.
- Implement Salesforce functionalities including custom platform development (Apex, Visualforce, Lightning Components & Development).
- Data Quality including data import/export & duplicate record evaluation/merge.
- Deploying reports and complex dashboards to support BI and ad-hoc reporting.
- Maintenance and integration of third party plugins and solutions.
- Use of APIs to integrate with peripheral applications.
- Rationalization of bespoke functionality.
- Experience working with contract lifecycle management tools such as Salesforce CLM, Conga, Zycus, Apttus etc.
- Experience working with customer insights tools such as Qualtrics, SurveyMonkey, Medallia etc.
- Demonstrated experience leading functional analysis and documentation of business requirements & enhancements including Functional Design Documentation and detailed specifications, Gap Analysis, Use Cases, and Training documentation in accordance with standard CRM, global governance, and quality assurance best practices.
- Background in supporting internal security reviews and external vendor audits.
- Strong knowledge of Systems Development Life Cycle (SDLC) and proficiency in multiple delivery methodologies (e.g. agile, waterfall).
- Significant experience negotiating requirements, estimating scope, and management of project schedules for his/her own deliverables.
- Extensive knowledge of CRM business process including but not limited to Marketing / Sales Funnel and methodologies, CPQ and Agreements, Customer Onboarding, Account Maintenance, Territory Management, Call Center technologies, Service Management, Customer Master Data Validation.
Languages:
Essential: English
Preferred Education:
Bachelors
Preferred Level of Work Experience:
3-5 years
We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [insert contact information].
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