Functions/responsibilities:

• Technical ClientStream support
  
  • Be the key contact person (1st line support) for “ClientStream” CRM system for up to 2000 Russian users
  • Close cooperation with IT HelpDesk and CRM system key users, proper coordination with 2nd level support (Central and Eastern Europe Shared Services) and 3
  • level support (vendor of the system from PwC Australia)
  • Registration of all issues and users’ requests in the HelpDesk system
  • Complex requests/issues escalation to the 2nd level through the system as well as conference calls, trace requests until resolution to ensure resolving on time resolving by the 2d level of support
• Business Development process support
  
  • Ensure Business Development and other PwC business processes integration into ClientStream
  • Regular and ad-hoc support of reporting for users
  • Internal reporting regarding activity in the CRM system, data quality reports, etc
  • Participation in new analytic reports creation for the Leadership team
• Provide consultations and training for the CRM users
  
  • Timely organize and execute the following end-user training:
  • Regular monthly training scheduled in LMA training system
  • Training on the Opportunity Management Module for staff promoted to Assistant Manager (in
  • Advisory, Assurance) and to Manager (in TLS)
  • Individual training for newly appointed Partners
  • “Welcome day” slides preparation
  • eLearning course control and maintenance
  • Answer questions regarding system functionality, reporting, mass mailing procedure, data quality control, access rights, etc
  • Support and maintain ClientStream micro-site at the Intranet portal “Connect”
  • Support of the users’ behavioral change by issuing communications, organizing contests, etc.
• User Acceptance Tests (UAT) of the new CRM releases/versions
  
  • Coordination of quarterly ClientStream UATs in Russia
  • Report any issues and problems to the 2nd line support
  • UAT sign-off
  • Coordination of the new CRM releases roll-out in Russia
• Mass mailing system and site subscription technical support
  
  • CRM mass mailing templates technical support
  • Maintain mass mailing process
  • Maintain clients’ subscription/unsubscription process
• ClientStreamSteering Committee support
  
  • Support the ClientStream Steering Committee on questions related to contact management, data quality, mass mailing, etc
  • Participation at the ClientStream Operational Committee, perform the ad-hoc CRM requests of the Committee members
• CRM access management
  
  • Manage access requests to the ClientStream modules according to the policies and procedures
  • Collect and store access requests containing Partner’s approval
  • Organize access via CEE Shared Services Support team
• Technical service quality and customer satisfaction
  
  • Participate in the ClientStream CEE Operational committee discussions
  • Suggest and discuss CRM enhancements and make sure they are implemented
  • Make sure “bugs”/issues are timely and effectively resolved
• Compliance of CRMprocesses with the Risk Management and Information Security requirements

Knowledge and Skills:

• 1+ years of successful experience in IT HelpDesk of Software development/support function
• Strong communication skills (both verbal and written) in Russian and English
• Technical problem-solving and analytical skills
• Basic knowledge of MS SQL (deep SQL knowledge is a plus)
• Knowledge of web technologies such as HTML and CSS is a plus
• Multi-tasking and working under the stress ability
• Good team player
• ITIL certification is a plus