Salesforce System BI Administrator

What you will do
The ServiceMax Business Intelligence Analyst is an experienced professional responsible for supporting enhancement of the ServiceMax product suite, guiding and delivering changes to the Business. There are also key tasks such as user administration, dashboard/report development, UAT testing and maintaining accurate user guides for the ServiceMax product to ensure that we have a stable platform
There is a wider responsibility of continuous improvement of the customer service centre, providing process mapping support and involvement in facilitating workshops to support the business owners on their process improvements to deliver world class customer service.
This position is based from the CSC and aligns under the central customer service structure. The job holder will need to communicate effectively with internal and external clients to identify needs and evaluate alternative technology solutions and strategies.

How you will do it
*Extensive hands-on administration and configuration of ServiceMax leveraging knowledge from application releases and new features.
*Review business requirements and user needs and investigate user/business related issues to identify and provide solutions to root cause.
*Partner collaboratively with IT Colleagues in the design, testing and deployment of any future upgrades
*Share best practice knowledge, support the development and deliver training within own area of subject matter expertise.
*To support and co-ordinate the CSC in the delivery of benefits within multiple WAVE initiatives as part of transformation
*Be a key part of change in centralization for all business units being adopted into the CSC including technology recommendations and process/delivery changes
*Deliver full adoption of recent ServiceMax rollouts with a stepped change in product functionality use
*Roadmap delivery for the ServiceMax product to meet current and future business needs
*Shared responsibility for the overall SLA of the CSC
*Take responsibility for promoting a positive working environment and a culture of diversity and inclusion within the team.
*Work collectively with all business support teams to maximise delivery in a positive way

What we look for
Required
*Security and Mechanical business experience
*Experience of ServiceMax or CRM based products
*Knowledge of Contact Centre and Back Office
*Ability to bring in best practice from across multiple industries and sectors
*Background in process analytics and continuous improvement

Preferred
*Proven ServiceMax knowledge or experience
*Product, IT, Technical, Security industry, Problem solving, Process improvement, Customer Experience
*Advanced user of complex computer programs with very strong analytical skills including experience in Computer programming/SQL/VBA

Salesforce System Administrator