Analyst/ Senior Analyst job in New York City, NY| Recruit Arrow
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Analyst/ Senior Analyst
Location : New York, New York City
Refer job # RQTV339279
Job Responsibilities and Requirements: Primary Responsibilities Include: US operational and enhancement requests that funnel through and is foundational to driving the customer experience of the platform. Support product managers on case management and drive the direction in prioritization, processes, implementation and case resolution and escalation. Manage the volume and magnitude of case requests that funnel through the system (currently 30 monthly requests and rising).Drive new efficient processes to proactively identify and analyze case type trends to mitigate and prevent similar cases as well as implement an enhanced mechanism to better track resolutions and defects.Align with key business partners to drive as the indispensable CRM tool enabling the delivery of goals and objectives. -Maximize profitability through the development and introduction of automated, efficient or innovative functionality and processes. Drive enhancement and expansion strategy by identifying gaps in tools that support key client facing activities and determining how deliver improved solutions. Define and document business requirements, and approve specifications for new functionality. Liaison between Business and technical teams for business requirements. Support end processes of configuration, user access and set up, and maintenance requests. Additionally, he/she will play an incremental critical role in overseeing the offshore support team to together drive speed to close and quality of case resolution as key metrics of performance.Identify, resolve and report project roadblocks. Professional experience with CRM be.g. 1000 user base, administration and enhancement experience). Prefer 4 years professional or consulting experience with Sales Cloud implementation Administrator Certification desirable.Project Management certification is a plus. Strong analytical and project management skills with demonstrated ability to prioritize, track, and deliver results. Prior experience developing managing or enhancing CRM or other business technology platforms preferred. Strategic thinker with strong customer focus.Assertive and collaborative, with the ability to drive innovation and change while increasing adoption. Demonstrated ability to meet strict deadlines, excel in a complex fast paced, team-oriented environment with rapidly evolving business demands. Strong team player who is able to work with virtual and global teams. Bachelor's Degree preferred. Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.
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