CRM System Analyst .Customer and Partner Management

Job Purpose

- To manage Customer Care, Sales, and Marketing demands, solutions and implementations for the CRM applications, and align it with the company business needs and the global IT strategy in order to achieve the best and cost effective solutions. -To provide sustainable service to various Etisalat departments and provide IT systems that help optimize business processes.

Report To Position Name

• Ensure that the project plans delivered by the demand team is correct and in sync with the project scope and milestones.
• Review the requirements and validate the technical feasibility.
• Align with the project tasks and due dates to ensure on-time project deliverables.
• Ensure following the agreed process throughout the development of the project.
• Report required project resources, project progress, risks on time to project manager.
• Ensure that all delivered tasks fulfil the requirements and are well tested.
• Document the solution architecture and ensure that the detailed design of the solution is available for all the projects.
• Ensure that all the artefacts are produced based on the agreed process, and the execution of all the tests as per the agreed process.
• Report and on-time escalation of project issues, risk envisioned and issues between team members.
• Ensure successful release building and preparations of handover documents are complete prior to project handover to the proper teams.
• Ensure that all submitted code has under-go unit testing.
• Ensure the execution of all the tests are done as per the agreed process.
• Ensure the proper build of the releases with more than 90% success rate for each application deployment.
• Ensure the proper release and handover documents are prepared and submitted to the proper teams.

QUALIFICATIONS_ESSENTIAL

 University degree in Engineering, Computer Science or Information Technology,
 Excellent command of English language (Reading, Writing & Oral).
 Excellent Telecommunication knowledge.
 Excellent interpersonal skills (Negotiation, communications, etc.)

QUALIFICATIONS_DESIRABLE

• Cross functional experience/exposure (Marketing, Sales, Customer Care, Finance, etc.)

 Change Management experience

EXPERIENCE_ESSENTIAL

 5+ years of Experience.
 Extensive experience in delivering IT business solutions in the domain of customer management

EXPERIENCE_DESIRABLE

 Experience with mid to large size projects implementation.

CERTIFICATIONS_ESSENTIAL

- CRM App Related Certificates. - ITIL

Desirable
 CRM Certified
 Project Management Professional Certified/ITIL Certified