Job Description:
Job Responsibilities
Key/End User support and Knowledge Management
Providing ad-hoc support as a Second point of escalation on system issues to BU end users and first point of escalation to BU key users
Responsible for development and maintenance of key/end user training curriculum and training materials as well as executing training sessions, including any refresher trainings as needed.
Responsible for managing key/end user community and relevant business stakeholder, leading communities of practice and driving continuous improvements.
Performance review of service level effectiveness (incident trends, SLAs) to drive continuous improvements
Partner with development team to support resolution of system issues/bugs
Drive rapid response to “Code Red” incidents and support technical teams by providing functional input into analysis, solutioning, testing and approval.
Governance (Business process and data quality)
Supports global and segment process owners by activating the right actions with Business units to close compliance gaps in process and data quality.
Provides audit support to unit’s key users
Change Management (CIPs/New Capabilities)
Responsible for aligning and validating system functionality (regional CIPs, global CIPs and new functionality roll-outs) with business requirements
Manages CIPs (creation of requests, testing, implementation in the units)
Responsible for UAT (user acceptability testing) and End –to-end testing prior to rolling out new system functionality.
Supports MDT (Mars Digital Technologies) team with impact assessment of system changes.
Provides input into new capability global prioritization process
New capability deployment
Supports deployment lead/project manager as a functional owner of system and business process implementation.
Partners with unit/s stakeholders to define and validate business process and RACI.
Leads coordination of data related activities.
Validates system functionality (including UAT, BIT testing) and manages any unit specific changes.
Manages Key/end user training journey (defining curriculum, developing training materials, executing training sessions, supports hyper-care)
Job Specifications/Qualifications
Note: May differ from the current job holder’s own skills and experience.
Education & Professional Qualifications
Minimum bachelor’s degree in science or IT systems or equivalent in food safety/food science or related subject area is desirable
Minimum of 5 years’ experience in R&D, R&D systems, Supply or DT/Business partnership Experience with R&D or Quality systems preferred
Knowledge / Experience
Good understanding of Quest/Innovation process Good understanding of Mars standards (including MQM, PQM, EMQM)
Excellent networker, easily builds rapport remotely
Excellent communication skills (oral and written). Fluent in English