The Estee Lauder Companies Technology Specialist in Bristol, Pennsylvania
Brand: Estée Lauder Companies Corporate Departments
Works with regional Care Center management team to drive the efficient and effective operation of Global Consumer Communications global computer system Astute Solutions, ePowerCenter (EPC) and other systems, including telephony systems. This includes configuration of system to meet regional end user requirements, developing and publishing required reports, fielding inquiries on new system uses and trouble-shooting system issues reported by end users including regional contact center operations. This role participates and supports the development of a global approach with a regional focus of all technologies used within GCC, and executes them in compliance with company policies and procedures.
Key Roles & Responsibilities
20% - Organize and manage testing and validation of system related upgrades, updates, and enhancements affecting local system configurations.
15% - Deployment and maintenance of regional system workflows, mappings, and processes to support local contact center and GCC operations. Interacts with local management and other departments including R&D, Product Development, Quality Assurance, GIS, and Legal for successful implementation.
15% - Develops and executes reporting schedules based on regional reporting strategies for Executive Director and Management for workforce planning, productivity assessments, risk analysis and other requests as needed.
10% - Manage information and general administrative support of regional and global systems in support of the local contact center.
10% - Report and monitor technical issues for all local systems in coordination with global support team, vendors, and internal GIS.
10% - Assists with various project activities, tracking progress, performance analysis and costs. Maintains all related documentation.
10% - Provides technical leadership and trouble-shooting support to the local contact center and end users as well as occasional support to global end users as needed.
5% - Authors, maintains and delivers system SOP’s to ensure end users are trained and follow procedures related to technical maintenance, security and operation of the global system in compliance with company policies or related regulations.
5% - Maintains job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in relevant internal and external professional organizations.
5 years of technology experience with at least 3 years hands-on technical roles.
Degree in Computer Science or related field or a combination of related experience and education.
Exposure to and familiarity with contact center technologies/operations and computer software validation
Technical experience with systems networking, databases, Web development, and user support.
Good background in Data Base design and query in Microsoft SQL, SQL, Oracle and Access.
Background in Microsoft .NET, Visual Basic, Excel, Word, Outlook and HTML.
Good working knowledge skills with Microsoft Office Products, Microsoft Visio, and Microsoft Project.
High level of mathematical aptitude and strong problem-solving skills. Logical, analytical and investigative mind, together with creative abilities. Proficiency in social/digital communication.
Excellent organizational, time and project management skills.
Good teamwork and interpersonal skills required to work with staff at all levels throughout an organization.
Excellent English oral and written communication skills with the ability to communicate technical information and ideas clearly and concisely to non-technical people.
Strong project management skills to drive results.
Experience in the development and implementation of standards, procedures and guidelines to support operational processes.
Schedule flexibility is a must. Some nights, weekends and holidays may be required
Job: Customer Service
Primary Location: Americas-US-PA-Bristol
Job Type: Standard
Shift: 1st (Day) Shift
Travel: Yes, 10 % of the Time
Job Number: 163457