CRM Business Analyst/Consultant

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OICT - Office of Information and Communications Technology

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Application deadline 1 year ago: Wednesday 22 Jun 2022 at 23:59 UTC

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Result of Service - Interactive designs, templates and prototypes (wireframe/mockups), guided by user experience best practices and business objectives; - Clear and comprehensive recommendations; - Documented source code of each version of the installed service end points; - Support interactions with EAC-Path entities properly documented; - Timely resolution of issues with high rate of business clients satisfaction; - On time delivery of high quality software with less defects introduced in the production environment; - Timely delivery of properly configured modules aligned with the specifications, quality, and deadlines; - Provision and updates of quality assurance standard operating manual; - User training for new users and retraining of existing users on new functionalities.

Work Location Bangkok

Expected duration $425 daily rate, 115 days between 01-July and 31-Dec-2022.

Duties and Responsibilities With staff located in Bangkok, New York and Valencia, EAC-BKK oversees several enterprise applications such as a customer relationship management (CRM) system called iNeed, Electronic Fuel Management System 2 (eFMS-2), Electronic Contingency-Owned Equipment (eCOE), and Enterprise Identity Management System (EIDMS).

Staff in EAC-BKK have built core enterprise application solutions upon Siebel CRM public sector, Oracle-based identity management systems, OBIEE, Java Enterprise Edition, and SAP.

The Siebel CRM platform has been architected to build custom applications on top of the single platform and integrate smoothly with external systems. Based on Oracle identity management system, the EIDMS handles single-sign on for all enterprise applications, reducing the overhead and duplicity of user data. OBIEE application is as unified reporting application for all transactional entities across all CRM applications

The roles and responsibilities of the CRM Business Analyst are: - The methodical investigation, analysis, review and documentation of all or part of a business in terms of business functions and processes, the information used and the data on which the information is based. - The definition of requirements for improving processes and systems, reducing their costs, enhancing their sustainability, and the quantification of potential business benefits. - The collaborative creation and iteration of viable specifications and acceptance criteria in preparation for the deployment of information and communication systems. - The identification of new and alternative approaches to performing business activities. - The analysis of business processes, including recognition of the potential for automation of the processes, assessment of the costs and potential benefits of the new approaches considered and, where appropriate, management of change, and assistance with implementation. - The definition and management of the business goals and scope of change initiatives. - The specification of business requirements to a level that enables effective delivery of agreed changes. - The specification and design of information systems to meet defined business needs in any public or private context, including commercial, industrial, scientific, gaming and entertainment. - The identification of concepts and their translation into implementable design. - The design or selection of components. - The retention of compatibility with enterprise and solution architectures, and the adherence to corporate standards within constraints of cost, security and sustainability. - May include the implementation of a process management capability/discipline at the enterprise level.

The CRM Business Analyst will:

  • Take responsibility for investigative work to determine business requirements and specify effective business processes, through improvements in information systems, information management, practices, procedures, and organisation change;
  • Apply and monitor the use of modelling and analysis tools, methods and standards, giving special consideration to business perspectives;
  • Collaborate with stakeholders at all levels, in the conduct of investigations for strategy studies, business requirements specifications and feasibility studies;
  • Prepare business cases which define potential benefits, options for achieving these benefits through development of new or changed processes, and associated business risks;
  • Facilitate scoping and business priority setting for large or complex changes, engaging senior stakeholders as required;
  • Select the most appropriate means of representing business requirements in the context of a specific change initiative;
  • Drive the requirements elicitation process where necessary, identifying what stakeholder input is required;
  • Obtain formal agreement from a large and diverse range of potentially senior stakeholders and recipients to the scope and requirements, plus the establishment of a base-line on which delivery of a solution can commence;
  • Take responsibility for the investigation and application of changes to programme scope;
  • Identify the impact on business requirements of external impacts affecting a programme or project;
  • Set local or team-based standards for programming tools and techniques, advises on their application and ensures compliance;
  • Take technical responsibility for all stages in the software development process;
  • Prepare project and quality plans and advises systems development teams;
  • Assign work packages to technical staff, monitors performance and reports progress; Provide advice, guidance and assistance to less experienced colleagues as required;
  • Contribute as a full member of cross-functional teams to provide innovative user experiences for existing and new product offerings;
  • Work and collaborate effectively with the IT and business teams in a highly agile environment where innovation is valued;
  • Participate in testing and acceptance processes;
  • Observe defined methodology and standards.

    Qualifications/special skills Academic Qualifications: Advanced university degree (Master's degree or equivalent) in computer science, information systems, mathematics, statistics or related field.

A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree. Experience: - 7+ years in CRM development with at least one full life cycle Agile Scrum, Dynamics or Siebel CRM implementation; - 5 + years in Business Analysis in an international environment; - Must be experienced with Siebel configuration, EAI, Workflows, Business Services, eScript and BIP reports; - Must have good knowledge and experience in integration using EAI, VBC and web services; - Must have good knowledge and experience with Siebel epublicsector, ERM and service; - Must have hands on experience with Siebel Open UI development with HTML5, CSS3; - Experience in cross-browser and cross-device responsive website development. Language: Fluency in English is required.

No Fee THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.

Added 1 year ago - Updated 1 year ago - Source: careers.un.org