Description
CRM Incident Manager
Responsible for managing the Incident Management process within the CRM operational model with efficiency and effectiveness.
Ensure that all Service Level Targets within Operational and Service Level Agreements are met and KPIs are achieved.
Produce management information (KPI, reports), providing to CRM management a complete and accurate overview of the operations.
Identify incident and problem trends.
Act as SPOC for the Incident process and communicate with internal stakeholders and vendors.
Monitoring effectiveness and continuous improvement of the process.
Responsible for keeping process documentation and SOPs up to date.
Ensure knowledge base and vendor SOPs are up to date.
Coordinate problem management together with CRM capability owners (Veeva, Analytics & KPIs, Data)
Coordinate day-to-day execution of Incident Management, ie manage the work of the support teams
Monitor open Incidents and Service Requests, prioritizing and escalating.
Ensure that major incidents and problems are documented completely and lessons learned are identified and implemented.
Conduct periodic meetings with support teams to follow up the service, specially prioritized and escalated Incidents.
Coach and train support teams on processes and tools.
Required:
IT Service Management
ITIL V3 Foundation Level CertificationCRM Incident Manager