Job Description To ensure assigned support tasks are completed to a high quality standard and within the required Service Levels (SLA). The key outcomes of the role are:
Assigned Jira tasks completed with quality and within SLA.
High-quality campaign design and implementation.
Our client is satisfied with service delivery.
System is monitored and support tasks are performed to enable CLM solution to run as expected.
Experience/Qualifications
At least 4-5 years experience within a Technical Support Analyst role, coupled with 2-4 years of supervisory experience.
Superior knowledge and experience in the operation of campaign management applications and services.
Exceptional SQL preferably in an Oracle environment.
Knowledge of Oracle utilities e.g. SQL Plus, Import / Export, SQL Loader beneficial.
Previous production system support work – 3+ years.
Knowledge of Windows and Unix or Linux operating systems.
Industry experience in Telco or CRM/marketing industries highly beneficial.
Key Result Areas Technical Marketing Operations:
Complete assigned tasks with quality and to SLA.
Complete monitoring and maintenance actions to maintain high system performance and service availability.
Schedule and produce campaign and operational reports;
Deliver Ad-hoc reports on campaigns and operational performance
Configure and test new and updated campaigns
Ensure campaigns are running as planned.
Campaign Design and Implementation
Design and document campaigns and reports to meet the client brief.
Implement and QA campaigns and reports to ensure delivery to a high standard.
Relationship Management:
Build and maintain relationships with key client stakeholders (CVM, Campaign Management, IT).
Continuous Improvement:
Identify areas of concern and poor performance (system) and provide solutions to resolve – both short term and long term
Attributes/Behaviours:
Be a self-starter; proactive; flexible and determined.
Be able to work under pressure of tight deadlines and often-changing requirements.
Be client focused; an advocate for Emagine.
Be an excellent communicator (written and verbal) – liaising between the client-site technical teams and the development team in Sydney.
Ability to drive continual improvement.
Ability to build relationships with end-users, senior executives within business and IT.
Excellent organisational and time management skills.
Strong analytical and problem solving skills.
Ability to adapt to new changes and learn quickly.
Ability to share knowledge and contribute to a team.
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