Position: IT Applications Engineer - Process Services - Marketing and Customer Relations (MSDy)
What we offer
You will work on exciting and challenging topics together with a team in an ultra-modern, innovative and creative environment. Intensive on-the-job training with expert colleagues guarantees you will quickly become familiar with your duties and perform them independently. Performance related pay and the opportunity for personal and professional development are of course part of the package. Since 2009 Evonik Industries AG has been certified as a family-friendly company by the German Hertie Foundation.
Provides on-going 2nd level support on Customer Relationship Management (CRM) – MS Dynamics and integrated SAP platform applications across company to end users in a timely and efficient manner.
RESPONSIBILITIES
Reviews and discusses open incidents to determine who and how the incidents should be handled.
Reviews recently closed incidents to determine if the incidents could have been handled better. If so, implement corrective action for the future.
Reviews the status of existing knowledge articles for the relevant process. Follows-up with authors / reviewers as needed in cases where target dates are missed. Proposes additional ideas for knowledge articles and assigns authors, reviewers and target dates. Publicizes the publication of new knowledge articles.
Identifies areas with high support requirements and proposes ideas for improvement.
Identifies areas where there is a need for knowledge transfer workshops, to enable the 1st and/or 2nd level support teams to support an existing or new processes and solutions. Help organize and schedule the workshops.
Analyzes and documents on a monthly basis, the support level provided by the Process Support team and on the publication of knowledge articles for the processes where they are the assigned Process Team Partner. Takes corrective action to ensure that the Process Support team is reaching the established KPIs in terms of support and publication of Knowledge Articles.
Using the problem management process, assists with identifying the root cause of problems and monitors the progress of the resolution of such problems.
Provides ad hoc training to end-users on Evonik best practice solutions.
REQUIREMENTS
Solid understanding of SAP Customer Relationship Management and Microsoft Dynamics CRM business processes
Knowledge on MS Dynamics CRM troubleshooting and support
3-5 years of experience with CRM systems (SAP, Salesforce, Microsoft Dynamics experience a plus, Oracle, NetSuite or any other 3rd party CRM software).
Experience with SAP ERP in Sales/Distribution module a plus
Certified MS Dynamics is a added value
Enthusiastic to work on rotation shifts (24/5), ROTA changes on monthly basis
University degree, preferably in the field IT, Business, Engineering or a comparable education
Good analytical and learning skills, ability to understand complex situations
Strong communication skills in both written and speaking.
A team player, meticulous, able to work under pressure and tight deadlines.
Service oriented and ability to travel for SAP know how transfer
Good communications skills both verbal and written in English.
Proficiency in German and/or ?Mandarin a plus
