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Job Description:

The CRM Technology Support Specialist serves as the liaison between global users, analysts, and developers for systems enhancements and production issues. He/She maintains the reporting systems used by the function. This position develops and executes test scenarios for existing and new functionalities. He/She supports the help desk and provides application support to users.

The CRM Technology Support Specialist communicates with users to clarify issues and to determine business impacts. He/She collaborates with the help desk staff and developers to communicate production issues and communicates with users to deliver solutions for enhancements, fixes, and testing. This position defines and translates production issues to discuss with developers for resolution as well as communicates user acceptance testing results to ensure proper resolution. The CRM Technology Support Specialist develops and executes test scripts to ensure test cases are operating according to expectations and analyzes and monitors test results to provide feedback to Information Technology (IT) department. He/She executes and maintains business continuity testing to ensure functionality within the disaster recovery process, as well as develops and maintains queries in the function's reporting systems to generate business reports. He/She coordinates the creation and maintenance of support / training documentation.

Responsibilities and Duties

• Reviews production issues to escalate and resolve issues

• Submits tracker logs to prioritize production issues and to document developer solution activities and user communications

• Evaluates testing environments to ensure validity

• Reviews and evaluates business requirements to validate business needs

• Participates in user acceptance testing to ensure proper functionality of systems

• Verifies data to ensure accuracy

• Creates, reviews, and updates new and existing training or user materials

Knowledge and Skills

• Detail Orientation: Captures/documents specific and accurate information; learns subjects thoroughly and in detail; completes work with thoroughness; supplies appropriate details when requested; maintains organized files

• Report Generation: Possesses ability to generate simple reports using basic functions in software, and/or writing basic queries; identifies information required to complete reports and identifies existing reports generated by others

• Technology Knowledge: Demonstrates a general understanding of technology used by the company; communicates basic technological concepts and terminology; applies standard technology in daily work

• Bachelor’s Degree (or internationally comparable degree) – Preferred

• Experience with Microsoft Office products or similar software (creating formulas, pivot tables, writing queries) - Preferred

• Experience synthesizing data - Preferred

Internal Salary Grade: 10E

Internal job posting will close on Tues, 07/09 at 11:59PM EST

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

Company: UNITED PARCEL SERVICE

Category: Corp Sales Strat & Sales Ops

Requisition Number: R24019939

Location: Atlanta,Georgia