Responsibilities

Duty 1: Metrics Reporting & Analytics

Data Gathering

• Extracts/generates quantitative information from a single or multiple tools

• Communicates with resource person to get input/raw data needed for report generation

• Extracts/generates quantitative information from databases using standard queries. (basic coding)

Data Manipulation

• Cleans extracted data using pre-defined guidelines or instructions

• Formats extracted data based on expected report output. (with batching capability)

• Calculates data using available fields within the gathered information (basic math)

• Formats extracted data based on expected report output. (multiple data formatting requirements)

• Categorizes and segments extracted data using tools to convert data to information relevant to the report (excel, macro, database)

• Consolidates and standardize data structure from different data sources

• Combines extracted data from multiple resources using automated tools (excel, macro, database)

• Combines extracted data from different system tools in one single database using queries (SQL, MS Access)

• Calculates data using available fields within the gathered information. (statistics)

Data Analysis

• Gathers and analyzes report requirements from stakeholders. Identify and provide solution to general inquiries

• Analyzes gathered information & data using descriptive analytics (basic mathematics & comparative analysis)

• Evaluates objective/charter and recommends non-standard reports/ workaround based on gathered data and analysis

Reporting

• Creates reports based on standard templates

• Creates and tests dynamic reports based on the designed format

• Conceptualizes and develops tools/scripts that can automate the reporting process (usage of complex formula, Excel Macro, VBA, SQL, Access).

• Builds new reports and templates on top of existing business systems (Oracle, CRM, etc.) and makes them available to all users

• Configures reporting systems in order to generate the required report (dashboard creation and scripting in CRM)

• Conceptualizes report design contents and methodologies based from gathered data and/or analysis for static or dynamic reports

• Provide report recommendations and validate with stakeholders.

Duty 2: Project Support

Project Initiation

• Attends scope reviews to learn what the change request is all about.

• Assists the World Area customer in gathering, analysing and clarifying requirements; uses business and technical knowledge to gauge complexity and applicability of the request

Project Planning and Design

• Gathers and develops business rules and requirements based on customer need

• Performs research and analysis to validate if the detailed solution is the best fit to meet the requirements

• Creates process maps, prototypes, mock-ups using standard project templates to ensure requirements are clear

• Provides own work estimates and can negotiate turnaround time the project team. Informs the project lead on changes.

• Encodes documentation using standard project templates; stores and organizes the documents to the team's repository.

• Troubleshoots major bugs/defects and coordinates with developers and operations in making sure issues/requests are resolved appropriately and on time (advanced bug/defects: loss of data, server errors, logical errors, unexpected system behavior)

• Documents issues and corresponding fix to the team's tracking tool

Project Execution

• Writes code or implements configurations based on specifications defined (i.e. UI, back-end coding, and site configuration); Participates in cross-functional testing and peer reviews.

• Troubleshoots and optimizes codes of other team members and resolves code conflicts.

• Creates coding standards and design guidelines or any development related improvement

• Develops complex modules or advanced functionalities

Project Testing and Deployment

• Creates test cases to be used during UAT and facilitates end-user testing

• Validates system enhancements thru testing

• Formulates alternative solutions on issues encountered

• Identifies, analyses and mitigates UAT and Go-Live test result issues

• Creates/authors content of materials to be used during end-user training

• Conducts end-user training on system changes and/or enhancements

• Assists end-users in resolving technical issues or any concerns related to the system; coordinates with other CRM teams in resolving issues

Duty 3: System Support & Maintenance

• Troubleshoots and fixes major bugs/defects and assists associate developers in making sure issues/requests are resolved appropriately and on time (advanced bug/defects: loss of data, server errors, logical errors, unexpected app behavior)

• Documents issues and corresponding fix to the team's tracking tool