PIM Support Analyst

PIM Support Analyst

Cosa facciamo

A Kenvue, ci rendiamo conto dello straordinario potere della cura quotidiana. Costruiti su oltre un secolo di tradizione e radicati nella scienza, siamo la casa di marchi iconici, tra cui NEUTROGENA®, AVEENO,® TYLENOL,® LISTERINE,® JOHNSON'S® e BAND-AID® che già conosci e ami. La scienza è la nostra passione; la cura è il nostro talento.

Chi siamo

Il nostro team globale è composto da ~ 22.000 persone brillanti con una cultura del posto di lavoro in cui ogni voce conta e ogni contributo è apprezzato. Siamo appassionati di intuizioni, innovazione e impegno a fornire i migliori prodotti ai nostri clienti. Con competenza ed empatia, essere un Kenvuer significa avere il potere di avere un impatto su milioni di persone ogni giorno. Mettiamo le persone al primo posto, ci prendiamo cura di noi, ci guadagniamo la fiducia della scienza e risolviamo con coraggio - e abbiamo brillanti opportunità che ti aspettano! Unisciti a noi per plasmare il nostro futuro e il tuo. Per ulteriori informazioni, fare clic su here.

Role riporta a:

Sr Manager Mktg Operations Technology

Ubicazione:

Asia Pacific, India, Karnataka, Bangalore

Luogo di lavoro:

Ibrido

Cosa farai

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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