PIM Support Analyst

PIM Support Analyst

Wat we doen

Bij Kenvue realiseren we de buitengewone kracht van dagelijkse verzorging. Gebouwd op meer dan een eeuw erfgoed en geworteld in de wetenschap, zijn we het huis van iconische merken - waaronder NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® en BAND-AID® die je al kent en waar je van houdt. Wetenschap is onze passie; Zorg is ons talent.

Wie we zijn

Ons wereldwijde team bestaat uit ~ 22.000 briljante mensen met een werkcultuur waar elke stem telt en elke bijdrage wordt gewaardeerd. We zijn gepassioneerd door inzichten, innovatie en toegewijd aan het leveren van de beste producten aan onze klanten. Met expertise en empathie betekent een Kenvuer zijn dat je elke dag de kracht hebt om miljoenen mensen te beïnvloeden. We stellen mensen op de eerste plaats, geven er veel om, verdienen vertrouwen met de wetenschap en lossen op met moed - en hebben schitterende kansen voor je klaarliggen! Geef samen met ons vorm aan onze toekomst - en die van jou. Klik voor meer informatie op here.

Rol rapporteert aan:

Sr Manager Mktg Operations Technology

Locatie:

Asia Pacific, India, Karnataka, Bangalore

Werklocatie:

Hybride

Wat je gaat doen

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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