IT Partner and CRM Expert

At SMART SERVICES NETWORK, subsidiary of Orange Belgium, we are looking for an IT Partner and CRM Specialist. You are responsible for the definition of the business requirements, follow-up of development and ongoing support of our applications that support the organisation (corporate and business consultants) in an agile and efficient environment.

You are leveraging application capabilities & for increasing the effectiveness of the Smart SN organization by introducing/implementing “New Ways of Working” according to the Smart SN strategy (“Create Digital and open working environment”). You are in charge of the management between our IT partner and Smart SN.

1. Mission

Responsible for the definition of the business requirements, follow-up of development and ongoing
support of our applications that support SmartSN (corporate and consultant) in an agile and
efficient environment.
Responsible for leveraging application capabilities & for increasing the effectiveness of SSN
organization by introducing/implementing “New Ways of Working” according to SSN department
strategy (“Create Digital and open working environment”).
Responsible of the collaboration between IT partner and SSN.

2. Key responsibility areas

Most roles can be described in 5 to 7 major responsibility areas.
1. Administration of the applications:

• Ensure continuous improvement (customization and development) of the applications
• Database quality: ensure the completeness and correctness of the Customize/enhance reports and/or dashboards for users upon request from the users
• Responsible for the analysis of problems and the definition and follow-up of corrective actions. The administrator will analyze the problems and discuss with IT Partner the corrective actions and act as the SPOC for IT Partner.
• Creation of internal solutions in tools (Salesforce, Showpad,..)
• User management

2. Internal Training & Communication

• Create and maintain the training materials
• Organize training sessions for helping users utilize/ understand functionalities of the application to make their jobs more efficient
• Communicate future application releases and enhancements
• Support on-boarding of new users
• Ensure application adoption by the users

3. Application Expertise

• Understand business needs, gather requirements and write the functional specifications towards the IT partner with direct contact to IT partner in cooperation with CRM manager and other department.
• Coordinate and follow up application developments (responsible for the management of IT cases)
• As SPOC for application requirements, the administrator will support the CRM Manager (the administrator will advise and be responsible for the business analysis) in planning and execution of project activities, including project planning, risk and issue management, identifying and resolving dependencies, & stakeholder engagement
• Assess third party solutions based on the different project needs, and make recommendations on solutions that could be interesting for Smart Services Network efficiency

4. Manage Partners

• Work with outsourced Application implementation partners – Sparklink or specific supplier (e.g. Salesforce.com, Showpad, Connective, PDF Butler, Amazon,…) and contribute with developer on solution design
• Decision owner for timeline and development content.
• Responsible for configuration, issue resolution, quality assurance
• Be the interface between the consultants, IT partner and other departments for any development of application by ensuring that the business requirements are properly taken into account during the development phase and the solution meets the business expectations
• Ensure monthly budget is respected with the Partners.

3. Major interactions

The interactions will be done with the users and their management. The different team using Application are the following:

• Consultant from Network
• Marketing team
• Sales Team
• Operations team
• Remuneration team
• Management
• Commercial partners (Orange, Eneco,…)
• Partners (Salesforce, Showpad,…)

4. Specific expertise

• MLM business processes (selling, fulfilment, project/service management)
• Technical knowledge of applications, reporting tools, Databases
• IT configuration

5. Education, specific training and experience

• Enseignement supérieur de type long – hoger onderwijs van het lange type or equivalent by experience
• Two years of experience in IT environment
• Experience with configuration/creation of database queries
• Knowledge of the organizational structure and culture to help build relationships with key groups
• Coordination skills

6. Interpersonal skills

• Curiosity / eager to learn
• Excellent communication and presentation skills (FR, NL, ENG)
• Ability to work independently but also strong collaboration skills in a team environment
• Analytical skills to respond to requested changes and identify customizations (Strong problem solving skills)
• Passion for solving business challenges and helping consultants meet their business needs
• Good listening skills.
• Pedagogic skills for the training and the support of the users
• Self-directed, organized, and detail-oriented with an eye toward high quality, on time work
• Ability to translate technical information to non-technical colleagues