CRM Sr.analyst

**Role Profile**:
To participate in the analysis and development of existing and new projects / products.

**Key Accountabilities and Decision Ownership**:
**1. Delivery**
- ** Solution Design & Development**
- Assessment of technical feasibility of business requirements and define cost for configuration/development.
- Implementation of business requirements through standard out of the box features whenever applicable.
- **
Collaboration with Business and Technology teams**
- Collaborate with:_
- The Architecture and Technology teams to design and implement new projects.
- The Demand team in tuning business requirements utilizing Siebel best-practices.
- The Testing team to define test methods & scope.

**2. Application Management**
- Responsible for:_
- Setting up a right-size local team for customer management configuration/development to execute projects successfully.
- Defining together with operations and vendor the HW sizing, performance, and deployment needs.
- Providing third line support for customer management.

**3. Customer Satisfaction**
- Ensure systems availability, on-time delivery of projects, and quality as per agreement with customer.
- Present new features to customer and advise customer if there are any deviations from Group or long-term strategies.

**4. Team Management**
- Identify and present team high performance potentials.
- Encourage Vodafone Way and values.
- Can Do attitude in fulfilling company strategies.
- Dedication, sense of ownership.
- Continuous improvement in relevant area of profession.

**5. Standards & Procedures**
- Plan and implement projects accurately/realistically with the highest quality of solution development and implementation

**6. Budget Management**
- Support LRP & budget planning and monitoring process of department.
- Implement cost efficiency programme.

**7. Vendor Management**
- Ensure Group vendor relationships are utilized.
- Ensure Vodafone processes for vendor selection are applied and that KPIs are defined with the vendor
- Utilize vendors resources effectively
- Ensure highest quality and functionality of vendor deliverables to match business requirements.

**8. KPIs**
- Applications availability and quality of software
- Following the software development methodology
- Post Implementation Reports as a base for customer satisfaction

**Core Competencies, Knowledge, and Experience**:

- Putting customer first
- Performing through our people
- Delivering results
- Managing a changing environment
- Making a personal difference
- Communicating for impact
- Production management

**Must have technical / professional qualifications**:

- 1-6 years of experience in Telecom IT system, preferable in the CRM domain.
- Bachelor’s Degree in Computer Science and/or Engineering or equivalent
- Application integration and architecture foundation
- Communication skills
- Project management and supporting matrix organization skills