Administrator
Role Title: Administrator
Brief Overview of the role:
The Contract Specialist is responsible for ensuring that customer requirements for maintenance contracts are mapped in accordance with the contract.
Accountabilities (includes % of time):
Contractually compliant mapping of customer requirements (70-80%)
- Single Point of Contact for CC ISP’s (internal communication)
- Standard & Initial Implementation – onboarding process involving customer data, importing data, etc into SNOW SmartHub
- Updating existing data in Smarthub on a schedule basis
- Testing new and existing functions/workflows in Smarthub, incl. reporting
- Product with FLS Pack Processing – Service Packs offering type of support to be managed
- Base Data Cleansing – Processing initial data from customer
- Enhanced Data Cleansing – comparing data from multiple sources to align data
- Request Management
- Experience with CRM tools Salesforce, ServiceNow SmartHub, etc for all type of requests
- Supporting Contract & Operations Managers
- Controlling of automated SMH Workflows – maintaining automated workflows within SNOW SmartHub
- Standard Customer Portal Support – FAQs, reports, show & tell within SmartHub, creating training documents and workflows
- Managed Resold Management – Responsible for managing process to decommission of service/assets involving partner engagement & internal engagements cross functionally- Document review and review of special agreements (offer, order, calculation)
Communication and relationship network (15-25%)
- Active communication to the adjacent interfaces (SAM, Billing, CM Team, Cost Desk, Inventory, THD, Internal Sales etc. )
- Establishment and maintenance of relationship networks to the above-mentioned relevant interfaces to ensure a smooth process flow
Complementary tasks (5%)
- • Support of projects and/or assumption of special tasks in the team
Critical Success Factors :
- Absolute integrity
- Good communication skills
- Customer orientation
- Teamwork
- High motivation
- Commercial understanding
- Understanding of one's own role function in day-to-day business with regard to the overall process – with knowledge of the most important input and output interfaces
- Good self-organization and setting priorities.
- Product and market knowledge for the efficient management of products and
customer
Knowledge & Key Skills:
Essential:
- 3-5 years of professional experience in the IT environment
- Very good experiences in dealing with Excel
- Secure oral and written communication
- Process-oriented and analytical thinking
- High cost awareness. Independent, well-organized and prioritized way of working in the team
- Self-motivation in the implementation of individual or team-oriented objectives
- Customer- and solution-oriented thinking and acting
- High reliability & highly self motivated
- Resilience, even in stressful situations
- Team-oriented work and thinking
- English language skills
Desirable:
- Commercial training
- Experience in dealing with SAP & ServiceNow
- Experience in dealing with contracts/calculations