Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • Waukegan

Description

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Abbott is looking for an IT Operations Client Services Consultant for the Customer Relationship Management (CRM) function within the Commercial Domain of the IT Operations organization, based in Waukegan, IL.  The role of the Client Service Consultant requires an understanding of CRM, specifically, Software as a Service (SaaS) technologies, with focus on Salesforce.com, as well as other specialized applications built on the Salesforce platform.  The candidate should have diverse IT experience in project delivery, supporting CRM SaaS applications, and in the Managed Services environment working with third party Providers.  The ideal candidate should also have worked with global organizations.  The candidate should be highly organized and be able to work with various levels of management.  This role will work with the third-party support provider to assess the current support processes and develop a plan for integrating this partner into the established BSS Run processes.  In addition this role will report on performance metrics and work with the business and provider to ensure contractual obligations are met and effective application support is provided.

SUPPORT OPERATIONS / SMALL PROJECTS FOR AN EMEA, AND LATAM SALESFORCE.COMPLATFORM

Understand the impact of incoming Major and Minor Enhancements to the Salesforce platform
Coordinate regularly scheduled operational support meetings with support providers and business partners
Serve as System Owner on Review Board for Major Enhancements to Platforms
Ensure that the IT Operations team maintains and updates the Salesforce Abbott Nutrition EMEA, and LATAM application inventory
Respond to queries from Project Managers regarding processeses and policies used for implementation activities
OVERSEE INCIDENT RESOLUTION

Respond as appropriate to Critical (P1) and High (P2) issues and assist providers in resolution of the same
Ensure that Root Cause Analysis (RCA) is completed and documented by provider for Critical (P1) and High (P2) issues and secure agreement with the Busines Relationship Manager with any RCAs submitted for review
Monitor submission and completion of RCA’s and related follow-up activities
Coordinate Proactive Problemen Management activitites with BSS-Run support team
MANAGE MINOR ENHANCEMENTS (ME)

Ensure that ME’s are delivered on time
Resolve issues and impedements to progress
Attend bi-weekly Minor Enhancement Meeting held by PMO to review progress on ME’s
Manage/maintain BSS Application Inventory for Customer Relationship Management (CRM) sub-domain for Abbott Nutrition EMEA and LATAM regions

MANAGE LICENSE RENEWAL AND INVOICEING MANAGEMENT / FINANCIAL

Ensure that license renewals are managed accurately and on-time
Understand future need / demand
Work with Finance on funding and requirements / availability
PERFORM ACCESS MANAGEMENT ACTIVITIES

Understand and approve appropriate levels of access for Employees and Providers
Approve yearly recertification requests as appropriate for access into systems
SUPPORT AUDITS

Respond to and coordinate with Provider(s) to respond to submit audit deliverables on time
Remediate any findings generated by audits
BASIC QUALIFICATIONS:

Bachelor’s degree in the field of computer science, systems engineering, or equivalent
8 or more years of experience working in IT operational support, with 3 years supporting Customer Relationship Management (CRM) and SaaS software, specifically Salesforce.com
PREFERRED QUALIFICATIONS:

Experience working with 3rd party IT Service Providers, both onshore and offshore, as well as other 3rd party vendors / providers
IT problem determination (experience in Root Cause Analysis) and problem resolution skills
Experience managing Proactive Problem Management activities
Proven influencing skills, strong collaboration and partnering skills
Highly organized and work independently

About the company

At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 94,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and www.facebook.com/AbbottCareers, on Instagram @AbbottGlobal, and on Twitter @AbbottNews and @AbbottGlobal.

We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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