I. Summary

The Commercial Systems Administrator is responsible for participating in all aspects of planning, configuration, testing, and global implementation of the new CRM as well as the introduction of the UK Call Center. Duties include identifying functionality needs for different user types, handles configuration or reassignment changes needed, as well as creating and maintain documentation for new and existing software. This career requires

II. essential duties & responsibilties

• Identifies functionality needs for different user types to effectively perform their jobs.
• Responsible for all administrative technical support post-rollout and will be trained during the implementation process.
• Determines roles required within CRM/CSS as well as logical working group hierarchies needed and works to configure within each application.
• Identifies where automated workflows are needed and configures rules for triggering and outcomes within the applications.
• Responsible for first line support for troubleshooting any technical issues reported by users.
• Assists users with usage of these systems as well as providing new users with walkthrough training.
• Handles configuration or reassignment changes needed to groups, roles, yards grades, and rules.
• Raises issues found and participates in troubleshooting to determine solutions or workarounds and retesting where needed.
• Gathering requirements and feedback from end users about system needs/performance.
• Participate in all aspects of application rollouts such as determining requirements for pilot and rollout timing as well as gathering and tracking detail related to rollout issues for system improvements.
• Coordinate internally as well as with outside vendors to determine proposed rollout schedules and adjust accordingly.
• Creates and maintains documentation for new and existing software, as well as ensuring the necessary documents or notifications are disseminated correctly and in a timely matter.
• Other job duties as assigned.

III. Required Skills / Abilities

• Must be highly organized and able to work in a very fast-paced, demanding environment.
• Proficient in MS Office Suite.
• Excellent customer service and interpersonal skills.
• The ability to work in a team environment as well as independently.
• Excellent communication, both written and verbal.
• Strong problem solving and critical thinking skills.
• Excellent attention to detail.

IV. Education & Experience

• 3-5 years of experience in an administrative or organizational role preferred.
• Previous experience with management of phone systems, agents and groups, IVRs, etc. is advantageous.

Salary Range for this position is $50,000-$60,000 contingent on work experience.

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