1+ months

Client Services Consultant - Salesforce

Waukegan, IL

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 a Client Services Consultant for the Sub-Domain of the Commercial Domain in the IT Operations organization, based in Waukegan, IL.  The role of the Client Service Consultant requires an understanding of 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 experience in small projects, supporting SaaS CRM applications, and in the Managed Services environment working with third party Providers.  The candidate should be highly organized and be able to work with various levels of management. 


Integrate Customer Times (Provider) into the BSS RUN Processes

·         Integrate the new Managed Services Provider – Customer Times – into the BSS RUN prcesses

·         Modify Divisional processes for pre-existing support to fit the BSS RUN processes

·         Adapt / report on performance metrics in the BSS RUN format

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 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 AN 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) issuesand assist providers in resolution of the same

·         Ensure that Root Cause Analysis (RCA) documents s are filled out 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

·         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 CRM sub-domain for Abbott Nutrition  EMEA, LATAM

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


·         Bachelor’s degree in the field of computer science, systems engineering, or equivalent

·         8 or more years of working with web sites and mobile applications

·         Experience working with IT Service Providers / Security Administrators and System Administrators

·         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

·         5 or more years of working with Service (SaaS) applications, including operational support   

·         3 or more years of working directly on support of Salesforce.com 
Job Family: IT Business Relationship Management
Division: GIS Global Information Services
Travel: Yes, 10 % of the Time
Medical Surveillance: Not Applicable
Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)


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Client Services Consultant - Salesforce

Waukegan, IL

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Waukegan, IL

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