CRM Application Support Analyst

Roles & Responsibilities

PURPOSE:

Provide support to FBAP and all operating companies in the Asia Pacific region. Applications are Salesforce.com (SFDC) Sales Cloud with in-house developed systems. Participate in implementation / enhancement projects to plan, coordinate, and liaise with users on system requirement gathering, solutioning, design & documentation. Primary focus of the applications supporting in areas of: Sales and Marketing Process (including Sales Outlook and Sales Channel Process, Campaign, and other Marketing related CRM Customer Relationship Management Business Operations)

RESPONSIBILITIES & TASKS

Provide systems support according to the business units' SLA of Asia Pacific region:

➢ Provide Function Support and System Development for CRM (e.g., Salesforce CRM Sales Cloud, and 1st level trouble shooting integration issues with back office systems)

➢ Technical Support & System Development includes but not limited to develop new or modify existing applications

➢ Provide Support on System Simulation, Unit Testing and User Acceptance Testing

➢ Provide Deployment to Test & Production

➢ Perform Production Support and System Analysis/Troubleshooting, and work with vendors for the escalated production issues or change requests.

➢ Update system documentation for changes effected

➢ Support with Data Centre team for the migration & maintenance of integration middleware and reporting servers.

➢ For Work/Services provided, to comply to FBAP JSOX/ISMS/Audit Requirements

Manage change order fulfilment for the designated systems, with resources allocated as per change order requirements (usually of medium complexity)

➢ Conduct user requirements gathering and analysis

➢ Perform feasibility study to ascertain area of automation

➢ Review proposed solutions with respective stakeholders affected by the change order

➢ Document user requirements into user specifications (functional & technical)

➢ Design and develop solutions according to the agreed user specifications

➢ Develop test plan & scripts

➢ Conduct testing on developed solutions to ensure compliance to user specifications and internal quality assurance requirements (e.g., system performance benchmarks)

➢ Conduct user training & user acceptance testing

➢ Ensure proper deployment of change orders to production environment in accordance to internal procedures

Participate in lead roles in project delivery (small ~ medium size / complexity projects) in accordance to project KPIs:

➢ Contribute a project member/team lead in new implementation / enhancement projects

➢ Manage given technical resources to comply to work schedules within constraints and deadlines

Work with business users to provide improvements to standardise system processes, and to propose business solutions meeting business needs/requirements. This involves good collaborative effort with staff members from cross functional areas (e.g., sections, departments and entities from the Asia Pacific region)

Work independently with extended vendor teams to support regional business applications

➢ Coordinate with vendor for issue resolution

➢ Provide clear work specifications to vendor for technical delivery

➢ Review vendor technical work deliverables in accordance to work specifications

Ensure full compliance to company policies, internal procedures and JSOX audit requirements for all work performed

Ensure full compliance to information security for all work performed

➢ Ensure compliance with Fujifilm Information Security Rule, Policies and Procedures at all time

➢ Responsible for maintaining security of all Fujifilm information entrusted to and not limiting to proper classification & handling of Fujifilm documents and records

➢ Complete Information Security training and awareness program on regular basis and possess enough knowledge to adhere to Fujifilm Information Security requirements

➢ Responsible for identifying, reporting and complying with Information Security Incident & Reporting Procedure

➢ Failing to comply with the security policies could be subject to disciplinary action, potentially including termination of employment or contract and/or prosecution

Degree in Computer Science / Engineering or IT related fields

1 or 2 years' work experience operating an IT shared service for regional MNC environment

1 or 2 years application development and full SDLC experience in Salesforce.com Sales Cloud and integration with in-house systems experience by Informatica, or CPQ (Configuration, Price, and Quotation) relevant experience.

1 or 2 years implementation background in Salesforce.com in lead & implementer roles (5 full cycle) or strong support background in the same context

Interpersonal and communication skills

Good understanding of service level agreements

Conversant with Salesfore.com (Architecture design, Configuration, Apex, VF(Visualforce)-Page), Lighting Experience, Process Builder, SOQL etc.),

Proficient in English, both verbal and writing & technical writing

Business perspective/sense and good analytical skills

Customer focus and good team player

Good sales and marketing business/industry process knowledge

Good understanding and respect of cultural & language differences

Need to have 1 core competency in Salesforce.com, e.g., Sales Cloud

Tell employers what skills you have
Analytical Skills
Technical Writing
Change Orders
Informatica
Application Development
Security Training
Service Level
Problem Management
Prosecution
Writing
Team Player
Manage Change
Technical Support

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