Job description
About Us:
Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.
Job Description:
Position Description:
The Customer Experience – Solutions Analyst is responsible for the support and the deployment of Barry-Wehmiller’s Customer Experience systems across the Packaging Platform.
In this key role the Customer Experience – Solutions Analyst will be responsible for articulating business needs, developing solutions and supporting the full, successful deployment systems/processes that leverage best practices to the user groups.
The role requires a highly collaborative individual who can engage with both users and corporate IT teams to deliver high quality, on budget, timely solutions that meet and exceed business requirements.
Principal Duties and Responsibilities (Essential Functions):
- Responsible for the analysis of needs, development of requirements specification, solution development, configuration, deployment, documentation, and unit testing of the D365 CRM and Field Service applications.
- Work closely with the Solutions Architects to address new requirements, undertake design reviews to develop/agree new solutions, and work to verify “fit” with users.
- Document and develop Standard Operating Procedures for new processes/solutions inclusive of required training materials and data specifications.
- Provide Tier 3 support for divisional/platform D365 CRM and Field Service systems, providing direct user support, documentation of solutions and the administration of tickets.
- Provide end user training for D365 CRM and Field Service environments.
- Support unit testing, integration testing, and cutover testing working closely with superusers and end users to verify the quality of the setup.
- Work closely with IT Change Control to progress fixes, upgrades and new solutions through the development, QA and production systems.
- Work with the user groups and broader IT to promote best practice and continuous Improvements with the domain.
- Support business case development where required, assisting the user groups build a cost benefit assessment for changes/new processes.
Qualifications:
- B.S. or B.A. degree in Computer Science, Engineering, or related field.
Knowledge and Experience
- Must have 3+ years of experience of deploying Microsoft D365 CRM and Field Service from scope all the way to stabilization in a multinational company.
- Must have experience either as part of a sales/field service group or be able to demonstrate a strong understanding of the business operations and needs in these areas.
- Must be able to work across multiple teams in a matrix structure ensuring that the company fully leverages best practices across the whole business.
- Must have experience delivering excellent user support and training.
- Must demonstrate the ability to support business case development for changes.
- Preferred work experience in a company selling, manufacturing, distributing, and servicing equipment to a broad industrial customer base.
- Experience of deploying customer portals and Configure Price Quote tools, such as Experlogix would be an advantage.
- Experienced in systems governance and change control.
Personal Attributes
- Well-developed analytical skills, able to quickly understand business needs and bring well thought out resolutions.
- Excellent verbal and written communication skills; ability to explain technical concepts to a non-technical audience.
- Attention to detail and process understanding to support configuration/programming of systems, data definition and coordination of systems changes/releases.
- Excellent ability to collaborate and engage with IT and business partners.
- A team player willing to “roll up their sleeves” to drive initiatives.
- Commercial acumen to support the building of business cases.
- Must be able to work across all IT technical platforms to contribute to the joint resolution of business problems.
- Ability to work independently.
- Able to train and mentor users to leverage new technologies.
Work Environment:
Work is typically performed in a standard office setting working at a desk or table on a level surface.
Position Type:
This is a regular, full-time position with the understanding that a regular workweek will require extended days and hours as needed to meet business needs.
Travel:
Moderate domestic and occasional international travel required as part of this role.
Physical Demands:
The role requires the use of constant use computers and standard office equipment. Mental and visual attention is necessary to perform various duties.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It’s not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. This job description is subject to change at any time.
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At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process.
Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.
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