Customer Systems Analyst - IT
Carson, CA

Job Description

Work is Sweet!

'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service.

See's is a leader in the confectionery industry with over 250 retail shops across the USA.

At See's Candies the key ingredient to our success is the dedication of our employees. It's thanks to their passion and commitment that we remain a customer favorite, maintaining quality and integrity in all aspects of our business. The Customer Systems Analyst has the unique opportunity to contribute their talent, energy and ideas as we make life a little sweeter, one piece of candy at a time.

POSITION OBJECTIVE:

This position is responsible for systems analysis focused on enterprise-wide customer engagement, customer interactions and customer list maintenance including systems that support customer relationship management, ecommerce, direct order management and fulfillment systems. Also provides technical support to the user community using a broad range of enterprise business applications.

POSITION RESPONSIBILITIES:

* Develop and maintain an accurate understanding of See's enterprise-wide customer engagement and direct-to-customer business practices. Develop an in-depth knowledge of the IT applications that support these business practices.
* Provide business analysis and support for customer list maintenance, customer relationship management, and direct-to-customer solutions.
* Define, gather and document existing and new business processes.
* Dynamically participate in and drive forward systems initiatives as assigned including requirements definition, assisting with the RFP process, vendor selection and implementation planning and execution.
* Assist in the testing, configuration, administration, validation, and training of assigned systems.
* Act as the liaison between business personnel, vendor partners, and internal technical resources to achieve objectives, build partnerships and maintain cohesive relationships.
* Ensure adherence to security best practices and controls.
* Provide second-level support and troubleshooting for system challenges and problems associated with customer and direct-to-customer solutions and interfaces.
* Ensure pertinent systems documentation is complete, current, and stored appropriately. Assist business users with development of user guides and training documentation.
* Assist in the evaluation and prioritization of new enhancements, vendor packages, and in-house solutions.

Job Requirements

MINIMUM QUALIFICATIONS:

* Bachelor's Degree in Computer Science, Engineering, Technology or related field.
* Minimum 3 - 5 years of experience as Business Systems Analyst in a mid- to large-size retail organization with excellent customer engagement and direct-to-customer track record.
* Familiarity and experience working with various vendor packages or applications that focus on customer interaction and direct-to-customer.
* Recent experience implementing CRM and/or DOMS systems is required.
* Experience working with POS and food manufacturing ERP solutions is a definite plus!
* Excellent communicator with ability to build consensus among cross-functional teams, including business partners and technical resources.
* Ability to juggle multiple tasks and responsibilities gracefully under pressure; perform tasks with high regard for detail.
* Ability to focus on both new solution development and enhancement/on-going maintenance efforts.
* Willing and capable of approximately 10 - 20% travel.

See's is an EOE

See's will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance #131192 and Los Angeles Municipal Code 189.00).

Career Level

Experienced

Category

MIS/IT