First Reserve är ett väletablerat rekryterings- bemannings och löneoutsourcingföretag. Vi har sedan 2003 hjälpt många kandidater att hitta sina drömjobb och våra kunder har fått professionellt stöd i att hitta rätt medarbetare till sitt företag.
First Reserve is now looking for a First Line Business Support Specialist to join our customer Bayer, located in Solna (Karolinska).
Overall Description
• Provide CRM system support to end users (LV1 support) ... Visa mer
First Reserve är ett väletablerat rekryterings- bemannings och löneoutsourcingföretag. Vi har sedan 2003 hjälpt många kandidater att hitta sina drömjobb och våra kunder har fått professionellt stöd i att hitta rätt medarbetare till sitt företag.
First Reserve is now looking for a First Line Business Support Specialist to join our customer Bayer, located in Solna (Karolinska).
Overall Description
• Provide CRM system support to end users (LV1 support)
• Be point of contact for IMCM Support (LV2 support)
• Communicate updates and changes to Scandinavian end users
• Collect enhancement requests and new functionality requirements from end users
• Update and manage other CRM key support systems
• Participate in system and CRM data audits.
• Monitor system data quality
• Create reports for departments requiring CRM system data
Detailed Description
Provide system support to end-users (LV1 support)
• Gather system issues from end-users
• Use a tracker to log all system issues
• • Tracker can be:
• • • Shared mailbox
• • • Excel
• • • Ticketing system
• • • Any combination of above trackers
• • Resolve all reported issues in a timely manner:
• • • Attempt to resolve issue within LV1
• • • Engage with LV2 for issues that cannot be resolved by LV1
• • Continuously communicate on issue status with reporting end-user
• • Proactively determine if additional steps are required
Engage with IMCM Support (LV2 support)
• Report issues that cannot be solved by LV1, using agreed ticketing system
• Proactively follow up on tickets
• • Regular communication with LV2
• • Weekly ticket calls with LV2
• • Escalate tickets that don’t meet SLA (Service Level Agreement)
Monitor system data quality
• Creating ticket depending of what is found in the data quality checks
• Weekly ticket calls with Data Quality Team (DQ-Dashboard)
Collect enhancement requests and new functionality requirements from end users
• Proactively seek requirements for enhancements and new functionality from end-users
• Ensure such requirements are passed to appropriate Business Development Unit
Update and manage other key systems
• Ensure other key systems, as decided by department manager and business stakeholders are updated and managed. List below are examples of such key systems:
• • Align
• • Veeva Vault/Content Factory
• • Veeva Vault/LMAR-Approval
• • Teams
• Proactively suggest enhancements to supporting systems to System Owners
Participate in system and CRM data audits
• Participate and conduct system audits if required
• Ensure findings are followed up, and SOPs/ policies followed
Create reports for departments requiring system data
• Create reports for system data required by other departments like, but not limited to:
• • Regulatory/PV
• • Medical
• • Compliance/MIO
• Proactively suggest enhancements to System Owner to enable end-users to run such reports themselves
General Responsibilities
First Line Business Support Specialist shall
• Work tasks according to this job description on every system is agreed between employee and employee manager
• Suggest enhancements to systems, policies and procedures in line with the job responsibilities
• Proactively increase skills and knowledge by:
• • Participate in system release training
• • Read system related training material
• • Attend system related training
• Be available for overtime and after hours work if needed, in accordance with Bayer policy
• Be available to travel, both domestic and International, to perform job duties/trainings
• Ensure adherence to Bayer policies and procedures
• Work closely with colleagues, sharing information and knowledge
• Provide support to other teams and departments
• Review documentation and assure its correctness, in accordance with set standards
• Participate in mandatory training programs issues by Bayer
• Create, manage and follow the Development plan in order to meet increased job complexity
• Inform your Manager of potential issues and/or conflicts that might impact the daily work.
• Conform to and follow any jointly agreed revisions made to the job description
• Treat team members and colleagues with respect.
Application
For more information or if any questions about the position or the process, please contact Mathias Brorell: 070-270 28 96 or
[email protected]. Please note that we do not accept applications through e-mail, due to GDPR. We will continuously review applications and interview, don’t wait with your application!
Visa mindre