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IT, Senior Analyst Consumer Service & Field Management

Location: Peterborough
Company: Whirlpool Corporation
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IT, Senior Analyst Consumer Service & Field Management
Date: Jul 27, 2021
Location: Peterborough, GB, PE2 9JB
Company: Whirlpool Corporation
Whirlpool Corporation (NYSE: WHR) is the world's leading kitchen and laundry appliance company, with approximately $19 billion in annual sales, 78,000 employees and 57 manufacturing and technology research centers in 2020. The company markets Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, JennAir, Indesit and other major brand names in nearly every country throughout the world.
Whirlpool Corporation is consistently recognized by FORTUNE as one of the World's Most Admired Companies. Our values are the driving force behind everything we do. Integrity, Respect, Inclusion & Diversity, One Whirlpool, and Spirit of Winning propel our teams to excellence. Get to know us and see what it's like to be part of a company that is in constant pursuit of improving life at home.
Whirlpool is currently looking for qualified candidates for the role of Global Information Systems, Senior Analyst, Consumer Service & Field Management.
The role will be located in Peterborough, UK. The position is based in Peterborough but Whirlpool believes in the benefit of flexible work based on trust, autonomy, collaboration and personal accountability of our people. The Flexible Work Policies called "Agile Work" will offer the opportunity to our employees to work off-site up to two days per week. This role will closely collaborate with various business partners, Global Information Systems (GIS) teams and external parties across EMEA. This role will evaluate, provide recommendations for, deliver and support solutions both technical and process-related. The primary areas of focus for this position will be CRM, Field Service Management tools, Salesforce, as well as integrated and associated systems such as SAP ERP environments and processes that support our sales, logistic, and operational business planning teams.
- Engage in capability and technology roadmap development for Field Service Management and Consumer Service processes.
- Work closely with business partners, GIS, and external vendors/consultant partners to translate business requirements into technical solutions and translate technical solution requirements and implications back to the consumer service teams
- Provide leadership to the cross-functional teams to deliver projects and enhancements
- Lead and facilitate efforts designed to improve overall processes and systems while maintaining an absolute focus on the customer. These efforts include initiatives such as reducing defects, blockers, driving work out of our processes, reducing cycle time and driving control plans
- Learn new business processes and technologies
- Keep abreast of new technologies and industry strategies and identify opportunities for improvement
- Superior analytical and problem-solving skills
- Prioritize and manage multiple responsibilities and commitments concurrently
- Self-starter with the ability to work independently
Project Responsibilities:
- Oversee/lead concurrent small to large cross-functional projects and initiatives, ensuring adherence to agree upon the scope, time, budget, and quality specifications
- Develop and manage project work breakdown structures/project schedules, as well as project budgets and forecasts
- Collaborate with internal and external teams and stakeholders to drive completion of project activities and deliverables
- Plan and assist in the execution of testing, deployments, and transition into ongoing support
Technical / Operations Responsibilities:
- Lead / Manage Application Maintenance and Support (AMS) and Maintenance of Business (MOB) activities and ensure incident management, change request and Change Advisory Board (CAB) processes are followed, as needed
- Manage / Support system releases
- As needed, coordinate various internal and external teams to identify, triage, drive resolution, and conduct root cause analysis for incidents and problems
- Oversee creation of / Validate functional and technical deliverables.
- Bachelor's Degree
- 3+ years of experience in business analysis, technical analysis, solution design, project delivery, or operations
- 1+ year(s) of experience with system implementations as scrum master/project manager or technical lead
- 1+ year(s) of experience with SAP CRM, Field Service Solution and/or Salesforce and SAP ECC
- Master's degree in Engineering, Computer Science, Information Systems or MBA
- 2+ year(s) of experience with Salesforce and SAP CRM
- Agile and Project Management certifications
- Experience or familiarity with
- Field Service Solution and Advanced Resource Schedule/Planning
- Other SAP modules such as LE, WM, EWM
- Order management, Customer Relationship Management (CRM), and eCommerce platforms
- Web Services/Application Programming Interface (API)s
- Documenting business and technical requirements, use cases
- System testing procedures and tools
- Incident and problem management processes and tools
- Experience using project management tools like JIRA/Confluence and Smartsheets
- Business acumen, coupled with the ability to communicate findings to both business and IT leaders in a way that can influence how organizations approach business challenges
- High level of curiosity and creative problem solving
- Use different types of technologies, reviewing and providing oversight for data architecture and integrations
Connect with us and learn more about Whirlpool Corporation
See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.
At Whirlpool Corporation, we value and celebrate diversity. Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.
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