- Company Name:
- Perennial Resources International
International marketing firm needs a full-time systems/database analyst to support a proprietary database system at their high-end client location. We provide a complete support solution for their suite of on-line marketing tools. These tools have been developed to ensure global compliance with internal marketing codes and ensure effective global distribution of assets in line with legal requirements. The 3 main areas include system support, training and asset management.
Working alongside both the central team and local client the Category Manager will need to develop an in depth knowledge of the online system policies, procedures and practices. They will need to understand and become an expert in system functionality, and its varying roles and impacts on different user groups.
This role is a great opportunity for a candidate who has excellent presentation (written and verbal), interpersonal, communication
and systems skills. It has been developed in response to the successful launch of the tool into market and will be used to impart knowledge to the wider team and therefore raise awareness and compliance across the wider user community
allowing the opportunity for the candidate to become a key member of the team influencing future procedures and developments.
The ability to work under pressure with attention to detail, prioritizing tasks and delivering results will be key elements in the candidates skill set as the position will require the candidate to work under their own initiative, managing their time to work with and support different teams across key organizations.
The successful candidate will receive initial intensive training on the system (in the London offices) and following this be supported by the central team in to continue the learning process and ensure the market has the correct level of time zone support.
System Overview: The system is a suite of online marketing tools designed to assist a wide range of functions across the globe. Its core tools are an online asset library and legal approval system. Access is given on a permission only basis and restricted by user function using a combination of up to four different categories, these permissions determine the user journey and interaction with the site and help ensure the above mentioned compliance.
CM Responsibilities include:
•Pivotal role to help local champions embed system process into existing markets
•Act as client point contact for Support Team, resolving or escalating any problems as necessary
•Management and support of Asset Management team to ensure data integrity in line with system/region requirements
•Monitor process for asset compliance including, archiving, data management and quarterly clean up including asset (file) portfolio management
•Liaise with central team to ensure alignment with global process and integrity/consistency of information
•Monitor process for core compliance tool ensuring smooth progression of all projects
•Run required reports, analyze and act as results of reports, e.g. escalate issues where necessary, identify and address bottlenecks of information, contact heavy user to offer additional support
•Quarterly business reporting to stakeholders
•Manage training - new user and refresher. Schedule and provide instructor led training on the spot and formal.
•Update training material as appropriate, develop help cards and non instructor led training
•Manage timely registration on to system for all local user group through liaison with central admin team (Based in London)
•Management and provision of live support (telephone/email) of all registered users and prospective regional users locally
•Customer service focus and singular ownership (point of contact) to own and follow-through until issues is fixed/resolved
•Respond to help desk logged issues within specified KPI’s (Key Performance Indicators)
•Escalation to support/technical team to resolve any issues on behalf of Region
•Proactively engage local ‘Champion’ for escalation of matters that they need to be apprised of
•Assist with on-boarding of local strategic vendors in need of understanding the tool
•Disseminate key help guides to all users geared to their appropriate role upon initial registration as well as during issue resolution
•Proactively communicate to the user community around system downtimes or issues
•Suggest/create/manage news stories for region
•Proactively feedback on how to improve systems and suggestions how to do this
•Complete testing for new system functionality or regression testing as a result of small changes into global system, liaise with other business functions to ensure integrated solution, participate in global community of super-users to share best practices
Candidates must possess a bachelor's degree, preferably in a technical discipline, at least 1 year of database and systems support experience, and excellent customer service/customer facing skills. Local candidates only.