| 詳細内容 | 1. Provide daily local support (technical & functional) to users in Japan for CRM & CRC (Customer relation center) systems
2. In the framework of releases, participate to enhancements analysis, testing and implementation with supporting users testing.
3. Implement applications with HQ to enhance customer engagement experience
Responsibilities:
Key responsibility 1 : Daily local support (incident support)
• Communicate with business (manager/leader)
• Prioritize each issues with business team, then propose workaround.
• Issue analysis following priority.
• Monitoring support SLA and submit management reports regularly
• Raise to HQ IT team and coordination in some cases.
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Key responsibility 2 : System release support
• Confirm release overall (scope/duration/brand involvement)
• Communicate to local business team to arrange release user test
• Set up user test (location, machine environment and data etc..)
• Coordinate user test and manage test progress and issues.
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Key responsibility 3 : Coordination between Global and local
• Following up incident resolution and releases
• Support the business in communicating with Global team
• Key responsibility 4 : Application implementation
• Support HQ project team to implement applications to local
• Work with business users to validate the applications and execute UAT and training
• Closely coordinate with HQ in each phase of project and manage deliverables
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Key responsibility 5 : Creation of knowledge base
• Summarize issue types and creating troubleshooting manual
• Create system introduction and operating manual
• Share and explain the system information to related teams for business users support |
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