Consumer Support Systems Analyst
hace 1 mes
About the Role:
We are seeking a highly skilled Consumer Support Systems Analyst to join our team at Coty. As a Consumer Support Systems Analyst, you will be responsible for ensuring that our key software tools are designed and functioning to meet department needs.
Your Key Responsibilities:
- Work with users and department leaders to design system elements, including bots, AI features, and data fields.
- Execute changes in-system to specification, test, and present changes to user teams.
- Day-to-day administration of our contact management system in Emplifi Agent in Test and Production environments.
- Maintain and update system fundamental elements as needed, including product files, user profiles, standard letters, case codes, action processors, and utilities.
- Design and develop bots within Emplifi system to enhance consumer experience.
- Analyze user data to identify improvements and consumer insights.
- Troubleshoot system problems independently.
- Administer other functions, including fulfillment and data processing within SAP.
Leading the Team:
- Work closely with our system partner, Emplifi, to train, learn, and maintain systems.
- Coordinate with our Data Science Senior Manager regarding reporting needs and file uploads.
- Demonstrate interface changes to user teams.
- Identify and suggest system enhancements to increase productivity and efficiency of front-line users.
- Independently lead bot and interface design projects from concept through design, development, testing, and launch.
- Lead system validation projects as needed after significant revision.
About Coty:
Coty is a global beauty company that celebrates and liberates the diversity of beauty. We challenge convention through invention, expanding our horizons to enrich your reality with possibility. We build brands to inspire and enable our consumers to experience the confidence and joy of expressing their beauty, their way.
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