What are the responsibilities and job description for the Business Systems Analyst / Process Owner - CRM/Software Implementation position at Zeektek?
ROLE
Manage and lead the workstream for their CRM process area (Customer Service, Collections, Post-Collections, Accounts Receivable, Report, Dispatch) including developing a standard solution and common process design; providing necessary input for test cases, test execution and validation, data migration, and change leadership and training; cut-over, go-live, release management and stabilization support.
ESSENTIAL RESPONSIBILITIES
- Project Leadership and Planning Point of contact and communication for their CRM process area workstream.
- Owns and completes gap analysis, process design, configuration and training updates for CRM releases.
- Manages workstream timeline and resource needs.
- Communicates potential financial impacts of process designs to CRM program lead for budget approval.
- Produces CRM Process Area Status Report.
- Identifies, resolves, and escalates process area workstream risks, actions, issues, and decisions for their process workstream.
- Partners with other Business Process Owners, Business Program lead, Delivery and Release Manager, CRM vendors, Change Management Lead, Learning & Development, IT Program Lead, and Business leadership to anticipate resource, financial, and future process area impacts.
- Review training strategy and plans, including signing off on content.
- Partners with Change Management Lead to develop a plan and approach to socialize business changes with necessary stakeholders.
- Identifies and tracks business benefits realization during and after implementation.
- Education & Deployment With guidance from implementation consultants :
- Align our current state processes to the vendor's future state processes and standardize.
- Identify and design process improvement and business benefit opportunities using the future state processes.
- Documents process and functional changes.
- Provides input to RICE (Reports, Interfaces, Conversions, Enhancements) object catalog and gap analysis.
- Assists with data mapping for data conversions and act as final approver for data validation.
- Develops test scenarios and act as final approver for testing validations.
- Manages and nurtures a network of Subject Matter Experts for purpose of socializing and getting feedback on processes and functional requirements.
- Works with the SME Network to execute change and training strategies as developed by the Change Management Leader.
- Delivers Training for their process area with support from the Learning & Development department.
- Supports cut-over planning, go-live, and stabilization activities.
- Other duties as assigned.
QUALIFICATIONS
