Overview

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.

Responsibilities

The Business Process Improvement & Salesforce Leader is responsible for defining, implementing, documenting and maintaining of Customer Services work processes. This responsibility includes the creation of newly required business processes; the change management process for existing processes; and the purging of outdated or unused processes. This Leader is responsible for development of new processes for new product or service implementations (Salesforce). This responsibility includes effectiveness in implementing the new Change Management system; being the system trainer, super-user, and interface with the IT group and the vendor on problems and opportunities.

Qualifications

Essential Job Functions (includes but is not limited to):

• Be Super User and part of implementation team schedule for Salesforce application
• Extract required KPIs from Salesforce application based on KPI Manager’s requirements

• Ensures processes are clearly documented and easy to comprehend and implement
• Regularly inspect with users for process applicability
• Creatively develop how documented processes are housed and accessed, and ensure users are able to easily and quickly access for their use
• Collaborate with Knowledge Management Team on ways to simplify process access as knowledge, and combine effort where it is business appropriate
• Ensure all processes are flow charted and evaluate ongoing for non-value added steps
• Develops excellent working relationships, and clear communications processes, with those supported

Note: In addition to the Essential Functions, also performs similar work-related duties as assigned.

Knowledge, Skills and Abilities:

• Understanding of and ability to use a variety of operating systems including MS DOS, Windows 7, Windows 10 and various Server operating systems.
• Understanding of and ability to use the following software programs: MS-Word, MS-Access, MS-Excel, Norton & MacAfee Anti-virus, MS-Outlook, MS-Internet Explorer.
• Able to learn and work with various documentation management technologies and processes
• Must be able to understand and maximize efficiency of Salesforce System
• Must be able to understand and maximize efficiency of Change Management System
• Must be reliable and show initiative, have the flexibility to work independently and as part of our team.
• Must be a team player able to work with others collaboratively
• Ability to multi-task and set priorities in a fast-paced, dynamic environment.
• Must be able to rapidly research problems and deliver sound solutions recommendations
• Must be able to work closely with a variety of other employees and leaders in a collaborative way
• Willing and able to take the initiative and be proactive to follow through with issues, and pursue the prevention of issues
• Must have strong interpersonal relationship skills
• Must possess excellent written and oral communication skills and must be able to effectively communicate with various personalities as part of the daily work environment.
• Must be able to write business communications and instructive documents clearly and concisely.
• Be a self-starter and investigate and find solutions for problems that involve areas of responsibility.
• Able to maintain proper business presence and interact with internal/external clients in a professional, courteous manner.

Qualifications, Education and Experience:

• High school diploma or general education degree (GED).
• Strong computer hardware and software technical skills.
• Experience in Business communications and business writing
• Experience in working with and developing business processes
• Experience with CRM systems

Travel Requirement, Working Conditions and Physical Demands:

• Work from a remote location is an option
• Work in a team environment.
• Able to vary work hours if required to meet customer commitments, including occasional overtime.