PIM Support Analyst

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在 Kenvue，我們意識到日常護理的非凡力量。我們以一個多世紀的傳統為基礎，植根於科學，是標誌性品牌的品牌 - 包括您已經熟悉和喜愛的 NEUTRGENA®、AVEENO、TYLENOL®®、LISTERINE®、JOHNSON'S® 和 BAND-AID®。科學是我們的熱情所在;關心就是我們的才能。

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我們的全球團隊由 ~ 22,000 名才華橫溢的員工組成，他們的職場文化中，每個聲音都很重要，每一個貢獻都受到讚賞。 我們熱衷於洞察， 創新並致力於為我們的客戶提供最好的產品。憑藉專業知識和同理心，成為 Kenvuer 意味著每天有能力影響數百萬人。我們以人為本，熱切關懷，以科學贏得信任，以勇氣解決——有絕佳的機會等著您！加入我們，塑造我們和您的未來。有關更多資訊，請按兩下 here.

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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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