Cx Systems Administrator

6 months ago

Leeds, United Kingdom SharkNinja Full time

Our purpose is to positively impact people's lives every day in every home around the world We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.

**Position Overview**:
The CX Team is responsible for the performance and future development of multiple systems, which allows our Partners to efficiently deal with all types of Customer contacts. Each system can have multiple layers of functionality and authority and need to be controlled and managed effectively.

This role is responsible for coordinating and assigning or removing system rights across all our CX systems. Rules have to be in place to determine levels of access and authority along with a robust sign off and audit process. You will be responsible for weekly/monthly user access reporting and work closely with the Operation Team to ensure all system licenses are being utilized effectively.

You will also be expected to proactively provide the Operational Teams with opportunities to improve the customer experience by adding/changing system access levels to remove the need to hand off customer contacts.

**Here are some of the EXCITING things you'll get to do (RESPONSIBILITIES)**:

- Maintain a robust database of Users/System access/Authority levels and monitor the effective utilization of individual licenses.
- Ensure User access is in line with the job role and that line management are aware.
- Support invoice reconciliation on a Monthly basis with IT, ensuring usage matches charges.
- Monitor contracted License limits and usage. Highlighting any risks in over usage
- Implement a robust Joiners and Leavers process
- Create Role specific User Profiles that can be regularly reviewed with Operational Teams
- Be the single point of contact for the Operational Teams to resolve Live system issues. This will also involve communicating progress to the Senior Team or an hourly basis.
- Support the development of User role profiles in line with process/systems improvements.
- Provide ad hoc user related reporting
- Support development and maintenance of technology standards, policies and procedures to support technology roadmap.
- Assist cross-functionally to implement new or enhanced features to improve Consumer Service/Support.
- Assist with workflow/process design, best practice education and administration of all systems
- Assist in creating test plans, and in coordinating the role out of profile changes
- Assist in developing training materials
- Assist in building reports and dashboards
- Proactively and effectively communicate observations and opportunities to SharkNinja Leadership Team.

**ATTRIBUTES & SKILLS (REQUIREMENTS)**:

- Attention to detail.
- Ability to work independently and meet deadlines.
- Excellent verbal and written communication skills.
- In depth understanding of core CX systems
- Demonstrated ability to develop interpersonal professional relationships and interact with all levels of internal and external customers.
- Strong Project Management skills desirable.
- Strong analytical thinking and problem-solving skills

**Education and Experience**:

- 2-5+ years System or Application Administration experience/education
- 1-3+ years' advanced knowledge of developer tools

LI-HYBRID
- At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja's innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
- YOUR ROLE in leading our SUCCESS DRIVERS & representing our UNIQUE MINDSET_
- _Lead us to be "RARELY SATISFIED"_
- _Make things better each day; "PROGRESS OVER PERFECTION"_
- _Use your knowledge of our consumer, understand that "DETAILS MAKE THE DIFFERENCE"_
- _Deliver something great; "WINNING IS A TEAM SPORT"_
- _Be clear and honest, "COMMUNICATING FOR IMPACT"_

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