Working within an agile environment, the IT Application Administrator is responsible for Overstock's CRM application, including: troubleshooting, training, documenting procedures, developing system requirements, developing new features and enhancements, building integrations and implementing automation.
Design and maintain CRM application using a combination of application configuration and web design
Respond to reported issues, requests & inquiries of a problematic technical or functional nature
Design, build and test integrations with internal and external endpoints
Support both platform and application issues
Assess reported issues and suggest or deploy fixes and enhancements
Provide training and support to internal customers & technical groups on application features, processes, methodologies and toolsets
Create business case documents supporting project initiatives including business cases, requirements documents, project technical scopes and specifications, and technical use cases in accordance with established service levels and documentation standards
Work with team members to build knowledge and provide backup assistance when & where necessary
Develop operational, tactical and strategic analytics
Interact with key partners in building, maintaining, supporting and auditing supported applications
Develop use cases and perform QA and UAT activities for supported technologies
Troubleshoot and diagnose common CRM-based software problems with as little impact to the customer as possible
Identify areas in functional business area where improvements can be made to streamline workflow and application flow resulting in measurable savings of time, effort and money
Understand industry best practices in functional business areas to leverage technology, driving improvements in work flow and applications
Develop and maintain working relationships with a diverse group of business people (supervisors, managers, directors, etc) in order to gain an in-depth understanding of the company’s business processes to support the prioritization and delivery of demand
Communicate technical ideas in non-technical language to the business
Self-motivated, innovative person with analytical, problem solving, organizational, and interpersonal skills with the ability to adapt to changes and new ideas.
Experience with CRM technologies (Oracle RightNow), application administration and chat clients preferred.
Experience with CRM workflow development and implementation, including the identification of system integration opportunities.
Working knowledge of agile methodologies and their use within the SDLC.
Report design using SQL, Crystal Reports, Microsoft Reporting Services required.
Working knowledge of .NET preferred, specifically C#.
Business Process /Workflow Re-Engineering or working with companies through automation or system enhancement of existing work practices.
Basic IT skills such as understanding basic networking and pc application installations.
Call Center support and implementation experience
ITIL Foundation certification preferred
Background in facilitating meetings, gathering customer requirements, and documentation using a consultative approach to build consensus.
Ability to demonstrate history of positive customer communication and relationship management. Dedication to delivering an exceptional customer experience is a must.
Overstock.com - 11 months ago
Overstock.com allows you to shop a Persian bazaar of clothes, housewares, music, books, and more. The online discount retailer hawks...