Enterprise Systems Architect (Customer Service)

Enterprise Systems Architect (Customer Service)

31 Jan 2021
Florida, Tampa bay area, 33607 Tampa bay area USA

Enterprise Systems Architect (Customer Service)

Vacancy expired!

Position Concept

The Enterprise System Analyst works as a liaison among stakeholders in order to elicit, analyze, communicate and validate requirements for changes to business processes and information systems and to develop and deliver team training on information techonolgy systems. The Enterprise System Analyst understands business problems and opportunities in the context of the requirements and recommends solutions that enable the organization to achieve its goals. The Enterprise System Analyst develops and manages project plans for significant business process improvement and information technology efforts.

Essential Duties and Responsibilities

  • Serves as the subject matter expert and principle process and solution improvement leader with respect to Dynamics 365 Customer Serivce and Field Service, service management and automation, telephony integration, usage, and maximizing end user adoption.

  • Consult with and provide guidance to stakeholders; review, analyze, and develop cost effective and efficient solutions in line with their requirements; establish relative priorities and schedules based on their business value and in a manner that mitigates business and system risk.

  • Prepare written description of user needs, program functions, and steps required to develop or modify computer programs.

  • Develop and maintain business process and system documentation and workflows in support of process improvement activities enabled by information technology.

  • Assists users in performing financial and operational analysis of business processes.

  • Manage significant Information Technology projects - in terms of complexity, cost, time-constraints, internal and external staffing, and equipment including software and hardware.

  • Create, maintain and disseminate project management documentation and information including: scope of work; cost estimates & budgets; resource requirements, schedules & consumption; and risk factors, communicating project statissues to business stakeholders and management.

  • Actively pursue project issue identification & resolution.

  • Manage Dynamics 365 Customer Service application security.

  • Formulating alternative system solutions to meet overall business objectives.

  • Design, develop and modify custom database queries and reports as needed in support of operational performance analysis.

  • Formulates information technology training solutions to parallel overall business strategies, coordinating with departmental and Human Resource training teams to help implement training tools and locate or develop content for delivery by the respective teams, focused on information technology solutions adoption and work flow integration, with emphasis on sourcing and deploying readily available content where possible vs developing custom content.

  • Serves as an advocate, process owner and system administrator for a knowledge management and delivery framework to enable rapid deployment of training programs, resuse through time and a closed loop, continuous process improvement model.

  • Consults with developers on application design, development, testing and implementation.

  • Relies on extensive experience and seasoned judgment to plan and accomplish goals. A wide degree of creativity and latitude is expected.

  • Additional responsibilities as requested or required

  • Relationships

    In the performance of assigned responsibilities, this position must interact at all levels of the company, and with outside customers, suppliers, contractors and others. The highest integrity and professionalism is expected in all such interactions.

    Job Related Dimensions


    Technical Proficiency

    Commitment to Excellence


    Work Standards



    Customer Service Orientation



    • Bachelor's degree in Computer Science, MIS, Business Administration or related curriculum and at least three years directly related experience, including enterprise scale assignments. In lieu of a bachelor's degree, directly related experience and certification beyond minimums will be considered.

    • Experience with Microsoft Dynamics CRM 2015, Microsoft Dynamics 365 Customer Engagement and/or Field Service, omni-channel contact center processes and management including: implementations, upgrades, change management, business process improvement, configuration and customizations.

    • Experience should include demonstrated ability to facilitate and lead group planning, design and process improvement sessions. Expertise and certification in project management, business / system analysis, process mapping / analysis or similar programs desirable.

    • Must be proficient with Microsoft Office / 365 suite, Microsoft Project (or equivalent), Visio and process mapping and design tools.

    • Database modeling, business intelligence, reporting and analytics experience desirable.

    • Must be self-directed with a high level of reasoning and problem-solving ability related to information structure/analysis, database design, and process improvement.

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