Beschreibung
SFO SalesForce Project Manager
BRINE SA has been placing top IT specialists at well-known customers for over 30 years. In doing so, we focus on performance, competence, experience and partnerships.
BRINE SA is currently looking for an SFO SalesForce Project Manager for our client in Lausanne area.
Main Purpose of Job:
Responsible of the end-to-end conception, delivery and sustain of IS/IT projects to our internal customers (International CRC department and markets) by managing the time, budgets, quality, scope and risks. Provide Project Management and Business Analysis to ensure the software implementations of several projects in the domain of Contact Centers with the SalesForce technology integrated in the GLOBE SAP ecosystem.
Main responsibiliies:
Delivery of IS/IT projects by managing the time, budgets, quality, scope and risks.
Responsible for the end-to-end project to build the next generation Contact Center for the Group based on SalesForce technology:
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Functional analysis of Business requirements raised by International CRC department, driving a team of dedicated Business Analysts.
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Responsible for the delivery driving external partners and local solution delivery managers
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Ensure cross teams coordination, including synching the Scrum iterations with the technology infrastructure teams working in waterfall
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Provide regular feed-back on project (steering and operational committees)
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Communicate with line managers for resources assigned to his projects. Coach and develop project team members, and ensure their involvement in the project.
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Test and validate the proposed developments/improvements for the implementation.
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Provide appropriate documentation, training and coaching to the Business Project Managers and ensure the follow-up of the installation/deployment.
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Answer the various requests from users to provide support on incidents qualified as Level 3 (expert analysis/resolution required) during the aftercare of the projects. Ensure the handover to the IT support organization.
Key success factors:
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Strong result oriented
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Background in SalesForce Service Cloud
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Proven track record of successful delivery of big projects
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Proven track record of projects managed within the Scrum framework
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Very strong technical background both in SalesForce and understanding integrations challenges
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Ability to talk and convince the business without generating conflicts
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Ability to manage all sort of project resources such as business analysts, architects, delivery leads, to technical infrastructure partners (GTS)
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Previous knowledge of GLOBE is a plus
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Knowledge of telephony systems and especially Avaya AIC is a plus
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do personality, not a challenger or negative attitude
Dimensions:
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Delivered scope signed off at each Sprint Planning meeting
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Project delivers within approved budget on each Sprint and in the project duration
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Project quality: handover accepted by Support team
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Risks are managed according to Risk management process
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Excellent feedback from stakeholders
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Requirements & specifications sign-off from the stakeholders
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No major issues found during and after go live/rollout
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Documentation and change management plan are ready before Deployment gate
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Deliverables handover signed-off by Support team
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Functional questions and as-is processes questions are answered
Key Skills:
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Strong Business Analysis
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Strong Stakeholders management
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Background in SalesForce Service Cloud
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Proven track record of successful delivery of big projects
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Proven track record of projects managed within the Scrum framework
Key Behaviours:
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Communication-social skills
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Proactive and solution finding approach
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Excellent interpersonal skills
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Know yourself (S)
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Insight (S)
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Service Orientation (HD)
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Curiosity (D)
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Courage (D)
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Result focus (HD)
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Initiative (HD)
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Innovation & Renovation (HD)
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Proactive co-operation (HD)
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Impact & Convincing others (HD)
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Lead people (D)
Language:
Fluent English.
Location:
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This position requires working on-site in the office located in Lausanne.
Knowledge
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Strong knowledge with contact centers processes:
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Outsourcers
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Written communication processes (Live chat, email)
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Workforce Management
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Outbound calls
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Case and feedback management
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Claims/Returns
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Salesforce applied for contact centers
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Services oriented architecture
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IT Software Lifecycles
To learn more about this opportunity please send your CV ASAP in Word format to Brine SA.
Work location: Lausanne Area
Start: ASAP
Duration: till 31.03.2018
Workload: 100%
Salary: Local Market rate according to experience
Permit: EU permits
Language: English, French
Ref. Nr.: LO2165
BRINE SA is a stable, financially independent, Swiss enterprise with its head office in Zurich. Our services cover the entire IT spectrum, as well as interfaces to the various business sectors, and range from management- and IT-consulting through to software development and project implementation.
IT - Resources
We offer our top consultants, computer profis and SAP experts to our customers as external specialists for limited assignments and as well for permanent positions.
BRINE SA is especially distinguished by its renowned characteristic strengths:
Short reaction time - rapid selection and supply of consultant's CVs, with skills matched to customer requirements.
Quality - we take quality very seriously, both for internal and external-facing processes, thereby convincing many customers to maintain a long-standing business relationship with BRINE SA
Coaching - BRINE SA coaches and supports its consultants throughout the entire duration of the customer assignment.
BRINE SA is ISO 9001:2008 certified since 2014