What are the responsibilities and job description for the Sales and Service Applications Analyst position at MSC CRUISES Pty Ltd?
JOB PURPOSE
MSC Cruises, the world's third largest cruise line brand, is expanding its IT team in the USA as we grow our footprint in North America. Currently, MSC is the fastest growing cruise brand in Europe, South America, the Gulf region and Southern Africa. MSC Cruises is building a modern and highly digitalized company where the IT department is at the core to support a massive digital transformation and platform updates across various applications.
We are currently seeking an Analyst, Sales and Service Applications, to join our US IT team. Our ideal candidate will bring a technology driven, problem solving and analytical mindset to helping the US business achieve their customer experience, satisfaction, sales and service goals. This role will be responsible for managing multiple projects for our sales and service contact centers. In this role, you will work within the customer service application portfolio, including the Siebel and Salesforce sales and service applications, CTI, and the reservations system. This is a key role in our organization that requires the ability to work with stakeholders at all levels, in a fast paced, global environment.
KEY ACCOUNTABILITIES
Support the digital transformation program, as well as ongoing complex IT projects, for the sales and service organization.
Partner with IT and Digital stakeholders to plan and execute the sales and service roadmap items aligning short-term and long-term development goals with business objectives.
Maintain strong relationships with business counterparts, as well as Headquarters teams that support the end-to-end ecosystem of the customer.
Serve as a translation layer between the US business stakeholders, by asking the right questions; providing insight and analysis to ensure that both business and technical perspectives are accounted for.
Bring a cross-functional mindset to business initiatives.
Work with the US business in defining and writing requirements and initiatives, while working in a SAFe framework.
Analysis of complex business problems faced by the end users of the sales and service applications.
Evaluate and document business processes, anticipate requirements, and uncover areas for improvement for various aspects of the sales and service organization.
Demonstrate strong leadership within a matrix organizational structure, driving collaboration, alignment, and effective decision-making across diverse teams.
Facilitate and coordinate testing; compile and communicate findings, insights, and recommendations to stakeholders.
Assist with the communication and monitoring of sales and service application issues and coordinating with Headquarters IT team as needed.
QUALIFICATIONS (skills, competencies, experience)
Bachelor's degree in computer science, Information Technology, or related field; or equivalent work experience.
Minimum of 8 years' experience as an analyst on sales and service applications, including Salesforce, Microsoft Dynamics, etc.
Minimum of 8 years of experience in IT project management, nice to have.
Knowledge of working with Product Centric / Agile planning tools.
Ability to collaborate across multiple teams, locations, and skillsets.
Experience participating in or conducting requirement gathering sessions, such as workshops, interviews, and meetings.
Someone who can communicate technology concepts to business audiences.
Project management experience.
Proven experience in handling multiple projects concurrently and meeting deadlines.
Excellent communication, leadership, and team collaboration skills.
Strong business acumen and problem-solving skills.
Some experience with related technology in the customer experience ecosystem (campaign management tools, customer-facing websites, CDP etc) including the Adobe product suite, Marketo, etc.
Experience working in travel industry strongly preferred.
VISA REQUIREMENTS (if any)
US Passport or US Permanent Resident
MSC Cruises is an E-Verify employer
MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.
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