Advisor, Customer Intelligence (Implementation & Adoption)

The Advisor, Customer Intelligence (Implementation & Adoption) responsible for planning, coordinating, and executing the implementation of a software, hardware, or web-based system into an organization’s existing infrastructure and provides support to users from different levels of the organization on how to use these solutions. The position works hybrid & is based in San Juan, PR.

MAIN DUTIES & RESPONSIBILITIES:

• Analyze business needs and assess the feasibility of implementing new systems.
• Collaborate with project teams to determine project scope, timelines, and budget.
• Mentor cross-functional team on the use of new software, systems and/or procedures.
• Test end to end system integrations and troubleshoot technical issues related to product behavior and process design.
• Collaborate with vendors and third-party service providers to ensure seamless implementation and support.
• Must communicate effectively with both technical and non-technical stakeholders. This includes working with the IT team to ensure that the technology is implemented correctly, as well as with business leaders to ensure that the project meets the company’s strategic objectives.
• After the implementation is complete, take ownership to provide training and support to the end-users. This includes creating user guides, conducting training sessions, and providing ongoing support to ensure that the system is used effectively.
• Execute post-implementation monitoring and analysis to ensure effectiveness and identify opportunities for continues improvement.
• Develop and implement strategies to achieve adoption to new processes.
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Business Administration, Industrial Engineering, or Information Systems required.
• Three (3) + years of experience in user acceptance testing (UAT), production regression testing, and Implementation and training to personnel at all levels of the organization required.
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Strong technical and analytical skills. Able to think critically, attend to detail and develop strategies will be valuable in a fast-paced customer service-oriented environment.
• Excellent Communication Skills: excellent listening, oral, and written communication skills (both in English and in Spanish), as well as the ability to convey complex information in a simple manner.
• Familiarity with the following variety of softwares and methodologies will be valuable: Power Automate, Copilot, Project Management tools, Agile & Scrum.
• Available to work with commonly used computer programs (Word, Excel, PowerPoint) and able to quickly learn other operating programs as required. 
• Learning agility that enables a broad, enterprise-wide knowledge of software programs & automation options enabling systematically streamlined solutions.

Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)

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