Customer Relationship Management Specialist

Job Details:

Business Unit : Technology

Job Title : CRM Expert

Job Location : Sulaymaniyah, Iraq

Job Purpose:

To provide administrative, system architecture design and techniques with “best practices” in IT applications development life cycle and translate business requirement to technology solution in CRM, Dealer, and Order management to fulfil business need or changes.

Major Duties & Responsibilities:

• Analyze business requirement and provide technical solution with follow standard design and model.

• Identify risks from business process requirements or any changes request in order to avoid fraud and fulfil assessment or data compliance.

• System integration internal and external CRM, Dealer, Order management, ESB, ..etc.

• Analyze customer information within the CRM database and developing action plans that will deepen our profiling and understanding of business requirement.

• Collaborate with sales, marketing, customer care to identify customer support and troubleshooting.

• Measure, analysis, and optimize according to business process lifecycle and documentation.

• Complete the application or project with functionality and operations through his given accountability and authority.

• Measure the baseline against actual progress and implement appropriate corrective action as necessary.

• Expedite, negotiate and adapting applications or projects changes to deliver project base on business required or changes.

• Join decisions concerning the application project cost, time and performance, based on an agreed to baseline requirements.

• Coordinate with the Project Team, (field, Division and IT Support staff) by tabling and indexing accountability for specific tasks.

• Resolve all internal teams' issues and conflicts expeditiously and reasonably, as well as, all external’s concerns and issues, identify team member's necessary corrective actions for conflicts involving time, cost and performance. Actively participate in identifying potential code developers, both internal and external, and get actively involved in the mentorship and training of developer and support staff as well as application clients and end users.

• Design, Plan & negotiate with outsources or Vendors, to pin the requirement points in order to perform required integration or interfacing for external applications and platforms.

• Change Configuration management. Administer Risk analysis and Business Process Analysis.

• Apply preventive maintenance by monitor the system performance and identify issues or abnormal behavior and solving them.
• Incident management handling for any outage on CRM, dealer system or inhouse order management applications.
• Handle the tickets assigned based on the agreed SLA.

Academic qualifications & Competencies:

• Bachelor degree or higher in Computer Science or Engineering or equivalent.
• At least 4-5 years of experience in CRM.
• At least 5-7 years System Analysis and Design with C#, Java Programming, Full stack web development, Oracle Database Programming
• 5-7 years System Analysis and Design with C#, Java Programming, Full stack web development, Oracle Database Programming
• Knowledge of telecommunication system such as Charging, VAS systems, Core network.
• Ability to implement full life cycle of CRM, Dealer, Order management Modules.
• Practical ability on IT applications development and IT Project management methodologies,
• Analysis and Development Principals for IT applications, Interfaces and Systems, Databases and Services.
• Standard Analysis investigation on IT Platforms (including internal and external) in order to adapt the systems with standards.
• Analysis and Development Principals for IT applications, Interfaces and Systems, Data bases and Services.
• Standard Analysis investigation on IT Platforms (including internal and external) in order to adapt the systems with standards;
• Strong Personality to adapt and implement IT application standards and methodologies (UML, SDLC, BPM, BPEL …) and procedures.
• Risk Analysis abilities to compare implementations with standards and discover and report/ prevent violations from Standards and procedures.

Technical Competencies:

• Expert Services Integration
• Expert Customer Management Platforms
• Advanced Demand & Change Management
• Expert Solution Architecture (SA)
• Expert Troubleshooting & Technical Problem Solving
• Advanced Workflow Automation
• Expert Technical Specifications Development
• Advanced IT Platforms Operations