IT Project Leader Cust care (call-center)

Philip Morris Russia is looking for IT Analyst/ IT Project leader responsible for Remote care product from IT side covering end-to-end accountability for product incident/change/project management, solutions delivery and support.

Specialty:

PM IT Reduced Risk Products (RRP) or B2C function team has a wide solutions landscape supporting business products. 

Remote care product covers customer care area with end-to-end Call Center activities for end customer support.

Majority of ongoing and planned projects / activities related to product evolution and related to call center mechanics, including full scope of inbound / outbound contacts (call, email, chats, chatbots etc), case management and knowledge management driving increase of digitalization and supporting reduce of cost per contact, end customer experience optimization.

All projects / activities require high level of business acumen and covers business process transformations.

RESPONSIBILITIES:

• Collect, prioritize and analyze business requirements, transfer business requirements into technical specifications
• Incident and change management – bugs fixing/new features implementation/existing features evolution
• New services deployment
• Release management – coordinate all sprint changes according to plan and release calendar
• Vendor management - Manage 3rd parties for solutions development/deployment (consultants, analysts, developers, testers), engagement & feedback
• Knowledge and document management – technical specifications, guidelines, other documentation preparation
• Project management – project scoping, gates preparation, assessment and planning, risk management, monitor and control, project execution
• Security & compliance – comply with internal policies and practices, info security guidelines and best practices 

REQUIREMENTS:

• High education;
• Pre-intermediate/Intermediate/Upper intermediate English;
• Working in product teams experience is a plus
• Experience in project management 1 year + (Waterfall and/or Agile)
• Experience in service management 1 year+
• Experience in solution design 1 year+
• Experience in Atlassian (Jira, Bamboo, Confluence)
• Experience working with Telephony solutions, IVR
• Experience working with/integration with Conversational/Social plarforms (VK, Viber, Telegram) 
• Experience in external developers management is a plus
• ITIL principles knowledge and practice
• Systems integrations principles knowledge and practice
• Good communication skills; time management, expectations/stakeholders management, ownership, resilience, drive for change.
• Experience in SalesForce SalesCloud, ServiceCloud is a plus;