Mercer HR Services, LLC is seeking candidates for the following position based in the Franklin, Massachusetts office:
Customer Engagement Systems Analyst
We will count on you to:
Execute technical proof of concepts, technical design and troubleshooting of new and existing applications. Prepare system requirements to enhance US salesforce and CRM application, including other scheduling, reporting and chat tools. Work closely with the architect team, IT Developers, business users and IT managers to understand challenges and develop technical solutions. Translate business and functional requirements into more detailed technical specifications. Provide general application support to resolve functional and technical issues. Investigate new technology solution to work with security and infrastructure teams to initiate and do technical proof of concepts. Collaborate with the development team to create technical specifications, including identification of data elements, data mapping and recommendation for system flow and coding approach. Investigate, triage, diagnose and resolve complex application issues. Manage technical implementations and deployments for Customer Engagement projects across multiple product lines. Provide insight for technical direction of application and providing input to the technical roadmap. Manage upgrades to various supporting systems by creating change orders and coordinating with the Operations Support team. Provide an IT interface to business units to analyze and build relevant artifacts such as technical design and specifications. Engage in discussions with users to capture issues and exceptions in various ways, including prototypes, discovery sessions, calls, meetings, and workshops. Execute Mercer processes for ordering hardware, software, info security approvals, cloud approvals, gathering of technical expertise for solutioning and coordination of delivery. Facilitate meetings, create agendas and publish notes. Coordinate with project managers on scope, time and sizing estimates.
What you need to have:
Must have a Bachelor's degree or a foreign equivalent in Business Intelligence, Computer Science, Engineering (any) or a related field, plus five (5) years of progressively responsible experience in the job offered, or as a Software Developer/Administrator, Systems Analyst, or a related position. Must have five (5) years of progressively responsible experience with: JIRA; TFS; Agile; Development lifecycle; SQL; APEX programming language; Salesforce; Performing and supporting unit tests; Architectural design and design flow; CTI IVR integration; Live agent; Serving as a liaison and facilitator between business units to assist in addressing and resolving IT software issues; Analyzing, collecting and reviewing technology and tools; Conducting root cause analysis and final status reports; Participating in technical research; Developing and directing software system testing and validation procedures, programming and documentation; and Assist with troubleshooting and resolving software application issues. Must have the following Salesforce Certifications: Salesforce Certified Service Cloud Consultant; Salesforce Certified Platform App Builder; and Salesforce Certified Administrator.
Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business of Marsh & McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit https://www.me.mercer.com/. Follow Mercer on Twitter @Mercer.