Systems Operations Analyst

Job description

About the role

We are excited to announce a new opportunity to join our Global Sales team as a Lead Systems Officer.

As a Lead Systems Officer, you will implement the strategy and monitor the CRM (Salesforce) system performance in terms of its functionalities and usability.

You will lead a close interaction with IT, Global Sales, Outstation Sales teams, Revenue Management, and other system stakeholders for effective CRM tool delivery.

As part of your daily responsibilities, you will also:
• Take responsibility for project management and implementation of strategy of CRM (Salesforce)-related developments to deliver best in class CRM tool for sales teams across the network.
• Be responsible for providing functional expertise covering all requirements during the program lifecycles (Discovery, Design, Development, Configuration, Testing, Go-Live, and post Go-Live support).
• Closely liaise with all areas within the Commercial unit interfacing with the system to understand processes and policies and to identify areas of enhancements, optimizing efficiency and effectiveness of sales teams.
• Provide training support and assistance to Network users on all modules within the system.
• Take charge of enhancing communications and user engagement within the system through various marketing initiatives.
• Manage the business support of the system from UAT testing ensuring defect-free features move to Production to end user support after go-live.
• Continually review system performance, and develop new features and functionalities according to market needs, benchmarking against industry standards.
• Analyze latest CRM and Salesforce features and products to provide recommendations for implementation use cases in the org.
• Perform other department duties as directed by the Line Manager and/or Head of the Department