Jobs

CRM Business Analyst/Solution SME

 -Review BRD’s, FSD’s, etc., provide callouts, approve solution.  Ensure there are no gaps in the functional solution.
 -Review and approve test strategy, plan & scripts
 -Execute testing for BAT
- Identify and call out cross-functional dependencies and stakeholders where required
 -Ensure that the solution meets overall business objectives of the release
 -Engage on Enterprise CRM work:
        -Assess & prioritize enhancement needs from existing solution and applicability of potential TS solution
         - ID & assess GTMSS capability needs and analyze TS solution to determine applicability/extensibility
         -Define business requirements
         -Provide business analyst support across PLC for TS solutions that we decide to implement (FSD, testing, etc.)
         -Partner with CRM Program manager, Business Architect on solution strategy and program evolution and x-program dependencies.
 

referrals@italentcorp.com

maritza@italentcorp.com

Looking for an experienced and energetic program manager to drive  the Customer Relationship Management (CRM) platform implementation, a highly visible program that is a cornerstone to enabling the journey to a differentiated customer and partner experience. We are seeking a seasoned Program Manager who has a proven track record implementing large scale systems to an internal community of 2000+ users and also impacting customers/partner and field sales.  This individual also  significant change management and operational implications.  This roles requires a strong project management background coupled with strong communication and leadership skills to manage a complex program across multiple releases.  The individual will work across multiple functional organizations within Cisco ultimately responsible for program scope, sequencing, alignment with CRM Large Scale Services (LSS), and dependent programs to ensure successful realization of  goals.

In this role you will provide program management oversight alongside IT, across multiple project execution teams. The ideal candidate will have a comfort level managing through ambiguity, ability to motivate and drive matrixed teams effectively, and influence stakeholders regarding approaches, tradeoffs, and solutions to reach the program objectives.   This is an opportunity to be part of a truly transformational initiative that will have a significant impact to the way Cisco delivers support to our customers and partners in the future.

Accountability for the release will be with Accenture.  Candidate will be the day to day point of contact for Cisco with Accenture and represent Cisco’s interest with Accenture and partner with them to ensure success of the program.  They will be the face of the program for Cisco on depts behalf.  They should have experience with large scale programs (planning & execution) with internal and external partner/customer impact, and preferably have Cisco experience.

Responsibilities:
-Define, scope and successfully manage execution of a multi-year program roadmap
-Manage interdependencies with other strategic programs and in-flight projects
- Establish and manage relationships with internal/external stakeholders
 -Create and manage program management office, including governance model, program management processes, and alignment to Enterprise CRM
-Drive discussions and decisions as needed at Enterprise CRM Operating Committee
 -Provide leadership to program management team members to ensure quality deliverables
- Create and maintain project management documentation following the ERMO, COPL methodology
- Fiscal year and release planning activities, including resource skill requirements and demand planning, budgeting and business case/ROI creation & maintenance
- Manage Project Delivery Process (e.g. drive project through methodology gates; track progress, identify, escalate, and resolve issues; recommend and ensure decisions)
- Manage Scope (e.g. analyze impacts to project, clarify dependencies, constraints, assumptions; evaluate and administer scope change requests)
-Utilizes a data driven approach and past system implementation experience to analyze problems and identify possible solutions
- Proactively identify, mitigate, and manage issues and risks effectively to prevent project delays
- Provide timely and accurate reporting and operational updates across Initiative team at all levels
 -Establish program and release success metrics, and utilize continuous improvement methodologies to optimize release execution

Leadership:
- Ability to effectively articulate the program vision and alignment to Shared Services initiative and operational impacts
-Demonstrates passion and infuses excitement with stakeholders around program strategic vision and journey
- Anticipates and proactively provides solutions to business stakeholders  
- Identifies how key Enterprise CRM decisions and developments impact program delivery
- A "team-oriented" personality that effectively balances a strong sense of urgency with exceptional interpersonal skills
- Ability to interface effectively with management at all levels in the organization and work in an agile environment while managing ambiguity effectively
- Ability to frame issues with the appropriate supporting data and influence at the Executive, individual contributor and peer level

Expertise:
- Masters degree preferred, plus 8+ years-related experiences in managing large scale projects at Cisco
- Experience with Salesforce.com implementations, a plus
-Prior experience in QTC process, sales support operations and/or Strong understanding of Customer Operations both product and services and experience in dealing with Sales and Service teams
-Experience in Contact Center support environment and operations experience, a plus
- Excellent communication (verbal and written) skills and interpersonal skill
- Experience in program management, identifying effective execution plans, addressing potential problems, ability to work issues at appropriate levels, and drive issues to timely resolution
- Experience leading, managing and driving technology implementations, from concept to general availability and a track record of delivering on-time high-quality products/project deliverables and meeting all milestones
- In depth knowledge of the standard Project Lifecycle phases, tollgates, key deliverables, responsibilities
- Proficiency in the use of MS suite of tools, and release delivery tools
- Portfolio management, fiscal planning process, & procurement processes

referrals@italentcorp.com
maritza@italentcorp.com