Technology Analyst, Eyefinity (Rancho Cordova, CA, US, 95670)

VSP Global Rancho Cordova , CA 95670

Posted 5 months ago

VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we're all focused on a singular mission: to help people see. Learn more by visiting https://vspglobal.com/cms/careers/

General Summary

With minimal supervision, assist with the implementation & administration of the Customer Relationship Management (CRM) platform. Identify opportunities for process improvements and provide recommendations for future enhancements as well as review business requirements and provide best practice implementation recommendations to the business owners.

Essential Functions

Work with business users and business partners to identify, develop, and implement necessary changes in the automation and redesign of business processes in conjunction with the implementation of a CRM system

Serve as key member of the Global CRM Team during the implementation of the CRM platform

Defines use cases for Sales, Service, and Marketing functions that are used as criterion for CRM Processes

Acts as liaison with other departments/LOBs to determine integration and impact of shared CRM processes

Reviews, determines, and documents system specifications; identifies opportunities for process improvements, through evaluation and testing

Tracks and monitors new module implementations to help ensure internal controls are considered throughout

Update and maintain installed CRM modules, deploying any process changes to the business; provides input and recommendations for user training, support and evaluation of the process changes

Develops CRM analytics, metrics, and dashboards; provides user support for installed CRM functionality

Performs analysis & monitoring of critical customer issues and cases in CRM

Provides user support for installed CRM functionality

Job Specifications

Typically has the following skills or abilities:

Bachelors degree from an accredited university in related field; or related experience

Minimum of 3 years working experience with CRM in a support or implementation role

Experience in 2 of the following CRM modules: Sales, Service, Contact Center, WebChannel, Mobile

Minimum of 3 years performing Business Process Modeling & reengineering, developing business requirements and use cases

Experience in supporting an integrated CRM platform

Experience with one or more reporting tool

Strong team player with a critical, yet result-oriented and positive attitude

Proven communication and presentation skills

Ability to work in an agile project team environment

Bachelor's degree in related business area

Exposure to Saas technology and best practices in a hosted environment

Preferred Skills

Salesforce experience a plus

Working Conditions / Physical Demands

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.


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Technology Analyst, Eyefinity (Rancho Cordova, CA, US, 95670)

VSP Global