Job Description
We are seeking a motivated, detail-oriented individual to join the Centralized Sales Operations team as Staff Analyst (Business Tools Support). In this position, you will be responsible for Managing global business systems support tickets & documentation of workflow process and assignments, Monitor and respond to support tickets from internal and external users, Create Weekly/Monthly metrics and reporting of support tickets, Serve as a liaison between business team and technology team. Our ideal candidate has good experience in Global sales operations or equivalent experience in building enterprise business processes, as well as excellent problem-solving, communication and presentation skills
Manage Support Tickets for Global business systems, to ensure timely assignment of the support tickets to appropriate teams as necessary. Monitor and respond quickly and effectively to support tickets received through the helpdesk system. Evaluate and validate support tickets to ensure the reported support/issues are addressed & complete. Create Weekly/Monthly support tickets metrics and reports, collect feedback to determine patterns and issues such that they can be resolved through FAQs, Training, System enhancements etc. Document internal procedures and ensure application of system policies, principles, and practices in the delivery of business tool support. Escalate support tickets to appropriate team as necessary.
Qualifications
Bachelor's degree in business management or equivalent. A minimum of 3 years experience with Business Tools Support Management. Experience with Sales Tools (Model N, Salesforce.com) and Ticket Management system & processes. Ability to learn additional systems as needed. Good experience in Global sales operations or in building enterprise business processes. Ability to work effectively with competing priorities. Strong problem-solving and analytical skills. Excellent communication and presentation skills.