Operations Process Lead - CRM and Portal

Position Overview

You’re an individual who loves to take initiative and utilize your functional skills and industry experience to troubleshoot issues and provide recommendations for system or process improvements. Your approach to designing the perfect experience focuses on collaboration and communication to ensure the solutions you derive translate into carefully curated customer journeys. With your technical expertise and passion for a great user experience, you’re a great candidate for our Operations Process Lead position. 

In this role, you’ll provide functional and technical consulting to support internal business unit processes and related information technologies, including our SAP Customer Relationship Management, Customer Portal, and ISU Billing solution modules. As part of the application support team within Information Systems (IS), you’ll offer support and leadership for project management, systems sustainment, and issues resolution.

In year 1, you will:

• Research, analyze and troubleshoot issues logically and effectively within tight timeframes and with multiple and/or conflicting priorities.
• Collaborate with business stakeholders to understand and elicit business requirements and translate them into effective application solutions.
• Configure customer applications to deliver project results, and ensuring internal controls and audit trails are maintained throughout.
• Drive the planning and execution of software upgrades, patches, and enhancements, ensuring minimal disruption to business operations. 
• Build rapport within IS groups, vendors, and cybersecurity, which includes collaborating to mitigate potential risks or issues with utmost urgency. This may include the need to coordinate changes with developers.  

In year 2, you will:

• Assist the business in making continuous improvements to systems and processes and recommend new innovative technology solutions to support their objectives.
• Act as delivery manager on projects or initiatives which includes resource management, vendor management, and demonstration of leadership to ensure they are on time and on budget. 
• Manage relationships with key vendors to coordinate change, advocate for business, and/or engage support for projects & initiatives. 
• Contribute to large, cross-functional projects which may include Enterprise Resource Planning (ERP and other customer engagement application projects.
• Achieve a high level of awareness of the strategies of various business units to continuously improve the efficiency and outcomes of their processes to support their success.

What it takes:

• A bachelor’s degree in a related business area from a recognized program, plus a minimum of 7 years of recent, related experience, including a background in SAP-CRM applications and customer information systems, or an equivalent combination of education, training, and experience. 
• Proficiency in CRM customization and configuration, including creating custom fields, workflows, process automation, and data integration.
• Solid understanding of the software development life cycle and industry best practices around application deployment including testing, and application security.
• SAP Certification in CRM, ISU or core modules &/or several years consulting experience is considered an asset.
• Experience with SAP S/4 Hana and C4C/ CX is considered an asset.
• Experience with Identity Access Management and Customer Portal solutions is considered an asset. 
• Experience writing or reviewing JAVA code is considered an asset. 
• A collaborator with excellent verbal and written communication skills to effectively convey technical information to both technical and non-technical stakeholders.
• A forward-thinker who is solutions-oriented and customer-centric when working with various groups.
• A self-motivated and analytical individual with a skill for developing effective and efficient processes.
• A deadline-driven mentality with the ability to effectively prioritize multiple projects and assignments at any given time.