Job Description

WHAT YOU'LL DO

We are seeking a strong candidate to fill a Specialist role for our Global Marketing team. The primary responsibility of the IT Engineering Senior Specialist is to work together with the Marketing & business team to achieve the highest level of support, quality, and fitness of BCG's marketing & business data assets. This role involves providing hands-on execution of tier 2 support for our Dynamics CRM platform and its other supporting applications and integrations. The role will also work closely with our support and data steward teams, as well as development and help implementing tool enhancements and processes for all types of BCG users and audiences.

• Provide friendly and personable second-level support to global, local / PA marketers and business teams by answering queries, providing resolution, and managing expectations.
• Provide troubleshooting solutions for the Dynamics CRM platform & related applications issues that affect usage. Reproduce issues in-house and respond to stakeholders in a timely manner.
• Analyze complex functional and technical user issues, identify problems, and develop and implement logical conclusions and effective solutions
• Assist in coverage of System administrative tasks for the Dynamics CRM platform & related applications to the support team and Dynamics CRM technical team.
• Assist the Dynamics CRM technical team in opening and working on support issues with our Dynamics CRM and related application vendors.
• Create and maintain system administration documentation (knowledge base) and execute trainings, as needed, and collaborate on identifying platform enhancements.
• Participate in user acceptance testing and quality assurance processes for new releases of the Dynamics CRM platform & related applications.

This is an indicative list of the responsibilities that would apply for this role. This role will be interacting with a global team but will have a major focus on enabling the India based support and data steward teams.

WHO WE ARE

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we work closely with clients to embrace a transformational approach aimed at benefiting all stakeholders-empowering organizations to grow, build sustainable competitive advantage, and drive positive societal impact.Our diverse, global teams bring deep industry and functional expertise and a range of perspectives that question the status quo and spark change. BCG delivers solutions through leading-edge management consulting, technology and design, and corporate and digital ventures. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, fueled by the goal of helping our clients thrive and enabling them to make the world a better place.

YOU'LL BE TRAVELLING

No

YOUR EMPLOYEE TYPE IS

Regular

YOU BRING (EXPERIENCE & QUALIFICATIONS)

To be successful in this role, the individual must have following technical and functional skills:

• A Bachelor's university degree with demonstrated high academic achievement
• 3-5 years in functional and technical support, query resolution, quality improvement ideally within a professional services environment.
• At least 1-2 years' experience with Dynamics CRM (online) either as an administrator or a customizer.
• Experience with the Power Platform, Azure DevOps and Office 365 apps. Excellent skills in Microsoft Office 2013. Azure (Web app hosting, Azure Active Directory) is an advantage.
• Experience working successfully within a complex matrix structured organization is essential. International travel may be required

EQUAL OPPORTUNITY

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.

JOB FAMILY

IT

YOU'RE GOOD AT

To be successful in this role, the individual must have following personal attributes:

• Ability to think on your feet and seek solutions to complex issues by collaborating with the team and having a strong growth mindset.
• The ability to understand and represent the technical aspects of the systems and to be able to convey this to those who may not be technical savvy, internal IT teams or third-party vendors.
• Solid customer service and the desire to ensure the customers satisfaction by providing timely solutions.
• Time management with the skill to effectively manage time and priorities among a globally diverse team
• Strong English oral and written communication skills and be able to articulate and engage in conversations about complex technical and process related topics.
• Practicing patience and empathy towards end users and the teams.

YOU'LL WORK WITH

This individual will be a part of the Global Marketing IT team, working closely with a small team of business analysts, data stewards and System administrators, along with marketing product and program managers.