Senior Platform Analyst, Customer and Partner Management
Intellectual Ventures Management - Bellevue, WA

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IV has developed a rich set of business strategies to develop, commercialize, and monetize inventions. Our organization is maturing next-generation structures to effectively and efficiently manage new complexity, while retaining an entrepreneurial spirit. We are implementing a new technology framework to support improved knowledge sharing, faster decision-making, and sharper focus on the right activities. This framework consists of key platforms, shared across the enterprise, enabling cross-fund collaboration, engagement, and synergies.

The Platform Services group (PS) provides organizational support to achieve shared management and governance, consistent communication channels, and alignment of business user priorities for the platform framework. PS acts as a functional representative for the business to:
  • organize and prioritize all activities with respect to the platforms
  • develop budgets
  • ensure security and accuracy of enterprise data
  • support platform vendor management
  • define and manage appropriate support requirements
  • work with other functional areas within the Systems and Technology Group (STG), to develop, manage, and direct the business vision for these platforms

Job Summary

The Senior Platform Analyst (SPA) for Customer and Partner Management (CPM) will have primary responsibility to coordinate business engagement and support of CPM solutions at IV. This role will maintain relationships with key business partners and technical support roles to manage the service. The SPA will have a strong understanding of business processes and challenges involved with customer relationship management, will work with business partners to understand their requirements with respect to CPM, and will support appropriate strategies to meet these requirements. This individual will work across STG to understand the overall IT roadmap, architectural direction, other available services, and may engage other groups when appropriate. The SPA will regularly analyze and report metrics to reflect service usage/issues, data quality, and opportunities for improvement. They will be responsible to track the service’s budget, working with IT Business Operations to understand and support cost management and consumption of STG resources for CPM.


For the CPM platform:
  • Collaborate with business owners to develop data validation processes to ensure the solution provides clean, accurate, and useful data. Collect business requirements to enable solution design
  • Develop metrics and reports regarding performance, business process efficiency, data use, and data quality
  • Establish and manage a user group as appropriate to support communication, training, and knowledge sharing across platform use
  • Participate in ongoing change management activities to ensure the ongoing adoption and success of the solution
  • Support ongoing communication across IV regarding usage, updates, and vision for the solution
  • Track budget and resource requests needed to manage the solution, and produce appropriate and accurate reports to reflect solution cost management
  • Facilitate vendor discussions and monitor vendor performance
  • Participate in the development of support requirements, understand SLA’s for success, and report on metrics
  • Understand service issues and appropriate escalation process
  • Support shared governance processes for solution

Key Qualifications and Required Skills
  • Successful candidate will have a bachelor’s degree in a business or technical field, or a comparable combination of education and experience
  • 3+ years’ practical experience with complex customer relationship management processes and tools, preferably SalesForce
  • 1+ years’ experience supporting user and governance groups for a CPM or CRM tool
  • 8+ years’ experience with business process analysis, modeling, and report design
  • 10+ years’ experience and proven ability to organize and support cross-business reengineering and other change programs
  • Understanding of data governance and performance management best practices
  • IT leader with experience managing business expectations for technology solutions
  • Knowledge and experience with software vendor management; contracts, software licensing, and service level agreements
  • Ability to work with project and operations groups to support effective and efficient business processes
  • Able to build effective coalitions across a matrix environment
  • Knowledge of enterprise architecture and enterprise solutions