Suits Optional... ...
Wizards of the Coast, a subsidiary of Hasbro, Inc., and the world's largest publisher of adventure games, including Magic: The Gathering® Trading Card Game and Dungeons & Dragons® Roleplaying Games has an exciting opportunity for a CRM Application Administrator to join our team. Only local candidates need apply. There is no relocation assistance for this position.
Launched in 2002, Magic: The Gathering Online is the official online edition of the world’s most popular trading card game. Magic Online allows players to collect and trade virtual cards, build the perfect deck and find opponents at all skill levels – all from the comfort of their own homes. For more information on Wizards of the Coast and Magic: The Gathering Online, visit www.wizards.com.
We offer competitive salaries, a great benefits package, and the excitement of working in a creative organization. But the best part of working here is that we think creating products that bring hours of enjoyment to millions around the globe is an inherently cool way to earn a living.
Provides overall support for all CRM administration for the Customer Engagement group customers. Assists in all administrative operations including, but not limited to, contact management system, reporting, and related systems training. The CRM Application Administrator is responsible for the system administration functions and data content for all Customer Engagement Services programs including, but not limited to, Oracle / RightNow, OPIS, OPTIMUS and PRIME. The CRM Application Administrator also provides QA testing and user training for new implementation on Customer Engagement Services programs.
The CRM Application Administrator must have experience using all Customer Engagement Services programs, consistently operate at higher than average productivity levels, have demonstrated the ability to lead small project teams, and be capable of highly independent work for long periods of time.
Wizards Technology group including Developers, Producers and QA
Business or Brand Managers for areas served
Hasbro International Offices
External Vendors (Oracle/RightNow)
Essential Functions / Major Responsibilities:
Conducts troubleshooting and administration on systems used by the team: Including, but not limited to: Oracle/RightNow CRM, OPIS, OPTIMUS, PRIME, Dotcom Monitor, SpiraTeam, MOM, etc.
Responsible for CRM Operations help desk queries and issues and meets established severity level turnaround times
Ensures comprehensive system and PII data integrity, including system security.
Manage maintenance, Q/A, and user training for all Customer Engagement Services supported programs.
Acts as the technical interface between Customer Engagement Services and outside departments including Technical Services, Hasbro, Hasbro EU, Wizards corporate projects when assigned.
Work to globalize Wizards event sanctioning and sanctioning rules with the NA and international offices by facilitating communication.
Works cross-functionaly to implement new or enhanced features to improve customer service/support.
Maintain control of access rights, security settings and user priveleges for supported Customer Engagement Services programs.
Analyzes and assists with reporting for the Customer Engagement Services Technology group customers ; track, and categorize contact trends: Oracle/RightNow CRM, Dotcom Monitor, MOM, etc. May include monthly reports, quarterly reports, team monitoring reports, and more
Build custom reports and dashboards based on business requirements.
Education and Training:
College degree in business or information technology preferred
Prior Related Experience:
Previous work experience with Oracle/RightNow CRM
1 year of System Administration experience
3 year minimum experience in Customer Service or Help Desk
Previous work experience with OPIS or another SQL database desirable
Experience with gathering business requirement
Knowledge of Quality Assurance practices
Strong Project Management skills desirable
Vendor management experience desirable
Knowledge, Skills and Abilities:
Ability to communicate effectively across a spectrum of Business, Creative, and Technology personnel at all levels of the organization
Ability to multitask and prioritize effectively to meet project deadlines
Ability to quickly learn and apply new technologies
Knowledge of Wizards OP programs a plus
Knowledge of SpiraTeam or other bug tracking software preferred
Exceptional troubleshooting skills are required, including the ability to identify, resolve and implement fixes.
Exceptional verbal, written, and visual communication skills in order to manage a diverse team of direct or indirect contributors to the end product
Proven ability to achieve results, make quality decisions, build relationships, drive success with people and adapt and learn
Strong computer skills, especially Microsoft Office Suite, Visio, and SharePoint highly desired
HTML/CSS related experience highly desired
Time Expected to Reach Full Performance Level in Position:
Office environment, able to work on computer or phone for long periods of time.
We are an Equal Opportunity / Affirmative Action Employer.
The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position
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Wizards of the Coast
Wizards of the Coast has built a house of cards. The company, a unit of toy behemoth Hasbro, is best known for trading card game Magic: The...