Job description

The role of CRM/CRC Application Support Specialist involves providing daily technical and functional support to users in Japan for CRM & CRC systems, participating in enhancements analysis, testing, and implementation, and implementing applications with HQ to enhance customer engagement experience. The key responsibilities include daily local support (incident support), system release support, coordination between Global and local, application implementation, and creation of a knowledge base.

Daily Local Support (Incident Support):

Communicating with business managers/leaders Prioritizing issues with the business team and proposing workarounds Analyzing and addressing issues based on priority Monitoring support SLA and submitting management reports regularly Raising issues to the HQ IT team and coordinating in some cases

System Release Support:

Confirming release scope, duration, and brand involvement Communicating with the local business team to arrange release user tests Setting up user tests, including location, machine environment, and data Coordinating user tests and managing test progress and issues

Coordination Between Global and Local:

Following up on incident resolution and releases Supporting the business in communicating with the Global team

Application Implementation:

Supporting HQ project team to implement applications locally Working with business users to validate applications and execute UAT and training Closely coordinating with HQ in each phase of the project and managing deliverables

Creation of Knowledge Base:

Summarizing issue types and creating troubleshooting manuals Creating system introduction and operating manuals Sharing and explaining system information to related teams for business user support

 

Who you are: 

Strong communication skill (business requirement/project coordination experience) Strong problem-solving skill. Good understanding of basic business applications (retail application is a plus) Strong ownership of tasks. Business level of Japanese and English language skills CRM application support and maintenance experience Salesforce certifications, such as Salesforce Admin or Sales Cloud/Service Cloud Who are we? Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7500 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:   

Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you! 

Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!

Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.   

As you know, every person is different and so is every role in a company.  That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience. 
We look forward to meeting you!