CRM Support System Analyst.Customer and Partner Management - (250001UX)
Description
Job Purpose
- Maintain and support the production applications 24*7 to ensure healthy system status.
Report To Position Name
- Maintain and support the production applications 24*7 to ensure healthy system status.
- Solve log and report production problems in timely manner to ensure users and management updates with production problems.
- Handle and prioritize trouble tickets (TT) and requests of system users to ensure TTs are solved within their relevant service level agreements (SLAs).
- Manage all application administrative functions.
- Implement system updates as per the change management process to ensure proper implementation for fixed and new deployment are timely and accurately deployed to production
- Postproduction testing and successful implementation of the applied changes to ensure healthy change implementations.
- Develop workarounds and propose long term Solutions for production problems where applicable to ensure minimum impact on the business for known system problems.
- Follow up with Application Development and vendors on open issues in the production applications to ensure timely fix implementations.
- Manage applications users' privileges & Access (through Access Management process) to ensure systems security.
- Develop/implement health checks for production problems to ensure proper operation and on-time alerting.
- Provide consulting to system users to work out business complex scenarios to maximize user awareness and proper system usage.
- Analyze repetitive problems, try to find temporary solutions and escalate to the development team or vendor for permanent fix to minimize business impact for chronic problems.
- Study well systems documentations.
- Direct users to official channels for reporting issues.
- Escalate production environment global issues to direct managers.
- Ensure applications changes are followed by the Change Management Process.
- Full compliance with IT Security Policy.
- Assure of customer data and production information confidentiality.
- Provide H/O and support to Back office teams
Qualifications
QUALIFICATIONS_ESSENTIAL
Bachelor Degree
QUALIFICATIONS_DESIRABLE
N/A
EXPERIENCE_ESSENTIAL
Minimum 3 years experience
EXPERIENCE_DESIRABLE
N/A
CERTIFICATIONS_ESSENTIAL
Must to have knowledge: Linux, SQL
Preferred to know: Oracle Siebel CRM
Job: Analyst
Organization: Etisalat-Misr
Executive
Job Posting: 11/Aug/2025, 4:00:00 PM