IT Service Management

The Product Analyst provides functional and technical expertise on the CRM support team as in charge of design, development, deployment, further evolution and  support  of Global Applications products to business users, including ITIL Service Delivery process, Deliver Continuous Minor Improvement, minor projects Deployment roles and Service Introduction small project roles. 

This position will always search for better and quicker delivery value back to our customers, based on Agile and DevOps ways of working and mindsets.  

This role will be part of the Global Applications Service Delivery team based in various hub sites. 

Main accountabilities and Key activities 

• Manage the demand with the business (CIPs, projects, major incidents, special requests), including address Escalation of incidents/requests/problems/demands from business, supported by a Product Senior Analyst when needed. 

• Involvement on minor programs/projects to provide functional and technical expertise, collaborating with since the design until go live of products, including Service Introduction role when needed 

• Service management with 3rd Party vendors based on role model operational excellence, with overall accountability on the metrics for service (SLAs. Availability, performance, etc) 

• Development management with 3Rd Party vendors based on role model development excellence, with overall accountability on metrics for development 

• Strong collaboration with business to translate business functional requirements into actual practical and working IT solution specifications and assuring high level of satisfaction from the customers 

• Manage and execute minor technical design, development and configuration activities for products and services on CRM, PXM, DAM and RTM applicantions.

• Identify and develop automation opportunities across the business processes and internal processes 

• Identify, propose and develop improvements for product and services as part of Problem Management process 

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