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CRM Application Support Analyst

Description

The CRM Application Support Analyst is responsible for achieving the service level agreements for incidents and requests for the systems. Maintain accurate documentation of the systems to allow other staff to provide effective support. Provide clear and concise communication with team members and clients on the status and resolution of requests. The Application Support Analyst will have a direct offshore line manager, a task reporting line to a client support manager and a task reporting line to an Engagement Manager.  The detail as below:

 

Responsibilities:

Carry out day-to-day service operations functions including (but not limited to) incident management, service request fulfillment, change management…

Incident Management

  • Manage end-to-end production incidents starting from issue detection, leading and driving crisis calls, coordinating related resources and managing the recovery;
  • Conduct prompt communication to organization stakeholders and all clients during crisis management phase;
  • Drive incident calls during crisis and provide timely update, communication and necessary escalation to management;
  • Possess basic diagnosis and analysis to all incoming events;
  • Classify and categorize all incoming event tickets and triage to the corresponding teams for proper ticket management.

Post incident follow-up

  • Proactive follow-up all tickets with all stakeholders and provide progress update;
  • Coordinate with all internal teams on incident recovery and workaround offering;
  • Provide root cause analysis and fix delivery with internal stakeholders;
  • Provide timely post-incident ticket management and communication with clients.

Service Request fulfillment

  • Answer client queries on application usage follow-up questions;
  • Coordinate with internal teams on application material requests by clients;
  • Manage incoming service requests from all clients and conduct necessary assessment, diagnosis and analysis.

Change Management

  • Participate in change management process discussion in determining release roadmap with internal stakeholders;
  • Coordinate maintenance fix and enhancement with internal stakeholders and conduct communications to clients.

Governance

  • Carry out daily service review to assure Service Level Agreement achievement;
  • Produce regular Management Information and Service Summary pack for production service quality assurance;
  • Monitor all tickets to align all requirement in service level agreement;
  • Provide regular management update on production service status;
  • Manage all tickets in the Client Services System;
  • Apply service quality assurance control

Qualifications

  • Degree in Computer Sciences, Information Systems, or all engineering related disciplines
  • 2 - 5 years of experiences on Service Operations, with solid knowledge exposure of ITIL Service Management
  • Solid knowledge across application development, enterprise application architecture design, infrastructure and operations
  • Administrate server's hardware for CRM server
  • Administrate server's software for CRM server
  • Administrate CRM server side
  • Administrate CRM client side (if CRM is not SaaS based)
  • Administrate CRM Database side
  • Carry high degree of integrity, can-do attitude, able to work independently, acquire innovative and creative mindset
  • Good command of language skills in English (Good in written and Fluent in verbal communication)
  • Experienced in team leading skills

 

Why You'll Love Working Here

  • 13 month salary per year
  • Performance bonus (up to 2-month salary)
  • Flexible option bonus for good performers & retention bonus for outstanding performers
  • Social – Health – Insurance paid fully
  • Healthcare: Annual health check-up, Premium Health Insurance (plus 1 slot for your dependent)
  • Annual leaves: 14 ~ 18 days
  • Clubs program: Football, Badminton, Swimming, Tennis, Rock, Yoga…
  • Training courses: Technical skills – Soft skills – English

People are extremely important to us and that’s why we have a clear vision: to make NashTech a great place to work in its sector. We pride ourselves on:

  • Professional and Flexible Working Environment
  • Great Teamwork
  • International Assignments
  • WeCare - WeShare - WeDare - WeInnovate Engagement Program
Location:
Ho Chi Minh
Competence:
SPA
Type:
Permanent
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