1+ months

IT Operations – Client Services Consultant - CRM (Salesforce.com)

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.

Integrate Customer Times (Provider) into the BSS RUN Processes

  • Integrate the Managed Services Providers for Customer Relationship Management (CRM) into the BSS RUN processes
  • 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 Customer Relationship Management (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

                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
                    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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IT Operations – Client Services Consultant - CRM (Salesforce.com)

Waukegan, IL

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IT Operations – Client Services Consultant - CRM (Salesforce.com)

Waukegan, IL

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