Global Information Systems, Analyst

Date: Oct 13, 2021

Location: Peterborough, GB, PE2 9JB

Company: Whirlpool Corporation

Digital Contact Centre

 

Whirlpool Corporation (NYSE: WHR) is committed to being the best global kitchen and laundry company, in constant pursuit of improving life at home. In an increasingly digital world, the company is driving purposeful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, JennAir, Indesit and Yummly. In 2020, the company reported approximately $19 billion in annual sales, 78,000 employees and 57 manufacturing and technology research centers. 

Whirlpool Corporation is consistently recognized by FORTUNE as one of the World’s Most Admired Companies. Our values are the driving force behind everything we do. Integrity, Respect, Inclusion & Diversity, One Whirlpool, and Spirit of Winning propel our teams to excellence. Get to know us and see what it's like to be part of a company that is in constant pursuit of improving life at home.

 

 

FUNCTION OVERVIEW:

 

Whirlpool is currently looking for qualified candidates for the role of  Global Information Systems, Analyst, Consumer Service & Field Management.

The role will be located in Peterborough, UK. The position is based in Peterborough but Whirlpool believes in the benefit of flexible work based on trust, autonomy, collaboration and personal accountability of our people. The Flexible Work Policies called “Agile Work” will offer the opportunity to our employees to work off-site up to two days per week. This role will closely collaborate with various business partners, Global Information Systems (GIS) teams and external parties across EMEA and North America. This role will evaluate, provide recommendations for, deliver and support solutions both technical and process-related. The primary areas of focus for this position will be Genesys Cloud Contact Centre, as well as integrated and associated systems such as SAP CRM, Google Mail, ERP environments and processes that support our sales, logistic, and operational business planning teams.

 

 

JOB DESCRIPTION:

 

  • Develop and enhance Genesys Engage Cloud applications and configurations for voice and digital channels, in collaboration with GIS colleagues in EMEA and North America, and our Genesys partners.
  • Work closely with business partners, GIS, and external vendors/consultant partners to translate business requirements into technical solutions and translate technical solution requirements and implications back to the consumer service teams.
  • Support the cross-functional teams to deliver projects and enhancements.
  • Lead and facilitate efforts designed to improve overall processes and systems while maintaining an absolute focus on the customer.  These efforts include initiatives such as reducing defects, blockers, driving work out of our processes, reducing cycle time and driving control plans.
  • Learn new business processes and technologies.
  • Use analytical and problem-solving skills
  • Prioritize and manage multiple responsibilities and commitments concurrently
  • Self-starter with the ability to work independently

 

 

Project Responsibilities:

 

  • Support concurrent small to large cross-functional projects and initiatives, ensuring adherence to agreed upon scope, time, budget, and quality specifications
  • Contribute to project work breakdown structures/project schedules, as well as project budgets and forecasts
  • Collaborate with internal and external teams and stakeholders to drive completion of project activities and deliverables
  • Plan and assist in the execution of testing, deployments, and transition into ongoing support

 

 

Technical / Operations Responsibilities:

 

  • Deliver Application Maintenance and Support (AMS) and Maintenance of Business (MOB) activities and ensure incident management, change request and Change Advisory Board (CAB) processes are followed, as needed
  • Manage / Support system releases
  • As needed, support various internal and external teams to identify, triage, drive resolution, and conduct root cause analysis for incidents and problems
  • Oversee creation of / Validate functional and technical deliverables.

 

 

MINIMUM REQUIREMENTS:

 

  • A Level including maths and Information Technology
  • 1 year of experience in Contact Centre business processes, operations and technologies

 

 

PREFERRED REQUIREMENTS:

 

  • Bachelor’s Degree in Engineering, Computer Science, Information Systems
  • 2+ years of experience in Contact Centre processes, operations and technologies
  • IT experience of business analysis, technical analysis, solution design, project delivery, or operations
  • Agile and Project Management certifications
  • Experience or familiarity with
    • Genesys Engage Cloud
    • Order management, Customer Relationship Management (CRM), and eCommerce platforms
    • Web Services/Application Programming Interfaces (APIs)
    • Documenting business and technical requirements, use cases
    • System testing procedures and tools
    • Incident and problem management processes and tools
  • Experience using project management / agile tools like JIRA/Confluence and Smartsheets
  • Business acumen, coupled with the ability to communicate findings to both business and IT colleagues in a way that can influence how organizations approach business challenges
  • High level of curiosity and creative problem solvin

 

 

 

Connect with us and learn more about Whirlpool Corporation 

See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.

At Whirlpool Corporation, we value and celebrate diversity. Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.


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