CEP Support Officer (SSE)

at  Securitas

REQUIREMENTS:

The support officer is a key role in the divisional Commercial Platforms team and plays a vital role in the collaboration with the countries.

• Good knowledge of Dynamics CRM, preferably from business perspective.
• +3 years experience within Securitas, preferably in sales and/or operations.
• You are proactive, dynamic and you have good social skills. You like to communicate and interact with people from different nationalities and can easily adapt to it.
• You are a real team player and like the flexibility that being a part of a small team entails.
• You are fluent in English, having a good knowledge of a second European language like French or German is an asset.
• Having knowledge on ERP system (Oracle) is a plus.
• Understanding of BI dashboards and reports (user level)
• Willingless to travel is a must, as this job requires some travel within the team and helping out countries

Area of Responsibility: CEP support for country key users, GCE key users and Commercial & Solutions divisional team.
Reporting to: Head of Commercial Platforms, Europe
Location: Flexible, remote.
Travel: Moderate
Language: English (professional), French or German is a plus.

JOB PURPOSE:

The Support Officer is part of the European Commercial Platforms team and reports to CEP -Business Process Manager.
Purpose of this function is to provide (2nd line) support to the European country Key Users through the different phases of the CEP life cycle, including Client Care application and BI dashboards for CEP.
The main activities are providing technical, functional and business support to the Key Users, Divisional Commercial & Solutions team and as well as some testing activities if required in the Commercial Platforms team.

RESPONSIBILITIES:

1. Key User Support
   Responsible for follow-up of support tickets raised by the countries.
   A ticketing system (ServiceNow) is in place for CEP, allowing interactions with other parts of the support organisation (Office 2nd and 3rd line, tenant administration, CRM 3rd line); tickets/request are to be raised by the country Key users or IT; not by the end users. These tickets should be reviewed and analysed by the support function and either dispatched or queued for follow-up.

Tickets to be treated by the Support Officer:

• Functional questions (e.g. how to create dashboards/reports, how to change document templates, how to use a functionality …)
• Requests for documentation
• Standard business process questions

Tickets to be dispatched:

• Technical questions on access, licenses: to be dispatched to IT/IS support
• Technical questions on CRM (error messages, bugs): to be dispatched to 3rd line CEP support
• Requirements for change in process and functionalities
• BI faults and errors
• Based on support requests, the Support Officer identifies areas for proactive support and training:
• Creates instruction videos and whitepapers
• Organises online support calls
• Works closely together with the Commercial Platforms team to provide input for training sessions.
• Creates and maintains an FAQ/knowledge base for the Key Users
• Identifies tasks that can be performed by the IT/IS support
• Suggests improvements on incident management

2.Testing

The Support Officer is responsible for testing new functionalities and bug fixes. We are working with an agile approach with a cadence of sprints.

• For every sprint, the support officer is responsible to:
• Execute all test cases
• Perform regression testing
• Perform continuous free testing on the system

The support officer is a key role in the divisional Commercial Platforms team and plays a vital role in the collaboration with the countries.

• Good knowledge of Dynamics CRM, preferably from business perspective.
• +3 years experience within Securitas, preferably in sales and/or operations.
• You are proactive, dynamic and you have good social skills. You like to communicate and interact with people from different nationalities and can easily adapt to it.
• You are a real team player and like the flexibility that being a part of a small team entails.
• You are fluent in English, having a good knowledge of a second European language like French or German is an asset.
• Having knowledge on ERP system (Oracle) is a plus.
• Understanding of BI dashboards and reports (user level)
• Willingless to travel is a must, as this job requires some travel within the team and helping out countrie