PIM Support Analyst

PIM Support Analyst

Ce que nous faisons

Chez Kenvue, nous réalisons le pouvoir extraordinaire des soins quotidiens. S'appuyant sur plus d'un siècle d'héritage et enraciné dans la science, nous sommes la maison de marques emblématiques - dont NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® et BAND-AID® que vous connaissez et aimez déjà. La science est notre passion ; Le soin est notre talent.

Qui nous sommes

Notre équipe mondiale est composée de ~ 22 000 personnes brillantes avec une culture d'entreprise où chaque voix compte et chaque contribution est appréciée. Nous sommes passionnés par les idées, l'innovation et l'engagement à fournir les meilleurs produits à nos clients. Avec de l'expertise et de l'empathie, être un Kenvuer signifie avoir le pouvoir d'avoir un impact sur des millions de personnes chaque jour. Nous donnons la priorité aux personnes, nous nous soucions farouchement, nous gagnons la confiance grâce à la science et nous résolvons les problèmes avec courage - et nous vous offrons de brillantes opportunités ! Joignez-vous à nous pour façonner notre avenir et le vôtre. Pour plus d'informations, cliquez sur ici.

Role relève à :

Sr Manager Mktg Operations Technology

Lieu :

Asia Pacific, India, Karnataka, Bangalore

Lieu de travail :

Hybride

Ce que tu vas faire

Job Description

Kenvue is recruiting for a PIM Support Analyst. We have an exciting opportunity for a highly skilled Product Information Management (Salsify) Support analyst for Global PIM that will work at the intersection of business strategy, human-centered design, and emerging technology product delivery. The ideal candidate will have a strong background and experience with support. This role is responsible for analyzing business requirements, developing solutions, testing and validating solutions, creating documentation and training materials, and managing stakeholders to ensure that their needs are met.

Major Duties & Responsibilities

• User Support: Handle support requests from end users across all global environments of the Salsify platform, ensuring timely and effective resolution.
• Intake Management: Monitor and manage intake requests through PowerBI and other tools, ensuring all requests are logged accurately and prioritized according to business needs.
• Communication Liaison: Act as the primary contact between end users and the Salsify configuration team, facilitating clear communication to ensure understanding of user issues and enhancement requests.
• SLA Monitoring: Track and report on support SLAs, ensuring that all support requests are addressed within the agreed timelines.
• Issue Resolution: Investigate and troubleshoot user-reported issues, providing solutions or escalating to the configuration team as necessary.
• Enhancement Requests: Gather feedback from end users regarding potential enhancements to the Salsify platform and prepare detailed requests for the configuration team to consider.
• Documentation: Maintain comprehensive documentation related to support requests, resolutions, and enhancement requests to improve knowledge sharing and training.
• Training and Support Materials: Assist in the creation and distribution of user guides, FAQs, and training materials to empower end users and improve their experience on the Salsify platform.
• Continuous Improvement: Collaborate with the configuration team and other stakeholders to identify opportunities for process improvements in support operations.
• Testing and Validation: Responsible for validating the solutions based on support requests. This includes working with the testing team to test plans and ensure that the solutions are implemented correctly and meet the needs of the stakeholder following standard acceptance criteria sign-off. Collaborate with the integration team to monitor and troubleshoot data mapping process to ensure data integrity and accuracy.

Qualifications

• Proven experience in a support analyst or similar role, preferably in a systems support or IT environment.
• Familiarity with the Salsify platform is highly desirable.
• Proficiency in PowerBI or similar data visualization tools.
• Strong analytical and problem-solving skills, with keen attention to detail.
• Experience in managing support SLAs and understanding of support ticketing systems is a plus.
• Ability to work collaboratively in a team environment and maintain strong relationships with stakeholders.

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