Position Snapshot

The Senior Coordinator - Information Business Systems is responsible for providing system and business level support to Nespresso USA. This includes troubleshooting applications, and software for all clients and business units. Additionally, they are responsible for assisting in the design, delivery, and improvement of software applications training programs and related documentation.

Position Summary

User and Business Support:
• Provides first level technical support and fulfill requests for office locations, Boutiques, Call Centers, and remote workforce. 
• Fulfill ticket requests and maintain queue tracking system. 
• Review support services, use of technology, and problem areas. Escalates to analysts when needed.
• Works with users and other Nespresso and Nestle support groups to troubleshoot reported problems. Escalate to Analysts when needed. 
• Communicates application problems and issues to Analysts and Managers.
• Assist with MAT process every quarter based on HQ release schedule.

System Administration:
• Supports administration of ERP security and permissions for ERP users. Support users' access and access rights changes in accordance with the system security rules.
• Support routine periodic activities in ERP system as directed by Business Excellence Manager to provide supporting information for organization and management. 
• Assist in periodic testing of enterprise systems in accordance with the global versioning and release calendar.
• Collaborates with Analysts and Specialists in the market as well as responsible Nespresso and Nestle teams to assure that all tests are being performed correctly.
• Assist team with project task execution as needed.

Relationship coordination:
• Maintain working relationship with other nestle teams working on our platforms
• Keep other nestle teams update on changes to business process that affect the maintenance of Nespresso
• Takes meeting minutes and action items during meetings and performs basic follow-up. 
• Provides support and coordination for enhancement of nestle service partners.

Education: 
Bachelor's Degree in Computer Science or Business-related area required or relevant work experience.

Experience: 
• 2-3+ years of prior IS/IT system analyst experience required.
• Proven experience with problem solving and troubleshooting principles, methodologies, and issue resolution techniques. 
• Strong knowledge of MS Office applications including MS Word and MS Excel. 
• Excellent written, oral, interpersonal, and presentational skills. 
• Effective at understanding problematic and complex situations (analytical thinking).
• Detail oriented and able to incorporate critical and logical thinking in every day's tasks. 
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed. 
• Ability to effectively prioritize and execute tasks in high-pressure situations.