BDS (Business Delivery Services) Product Senior Analyst F/M/X

Job Description

Job Description:

BDS (Business Delivery Services) Product Senior analyst is responsible for local and global application support, improvements, efficiency and performance.

Constantly working on Global Product Capability improvement through processes optimizations and day to day operations management. Developing and setting new targets to Vendors (through associates) and associates in the team to drive service improvement.

This person will work strong partnership with development team to make transfer to support being smooth and respecting five principles, attending the necessities of the business.

What are we looking for?

• Proven experience in Business or IT Team in project management or service team
• Strong knowledge and support ability in eCommerce websites / platforms
• Knowledge around security process of Web-transactions
• Ability to work effectively in a flexible and changing environment & manage multiple activities and priorities.
• Excellent communication skills in English (Oral and Written)
• exposure to following technologies is a plus for the role : PCI Compliance, Microsoft Server Infrastructure, SSL & TDE Protocols, Load Balancers, Firewalls, Credit Card Processors, Salesforce, Microsoft Dynamics NAV (ERP), Automated Deployment Tools

What will be your key responsibilities?

Global vendor management

• Transfer low value adding activities from current AM RC BDS associates to managed services.
• Manage relationships with vendors and perform monthly global service reviews.
• Be accountable for the global team metrics and service level.
• Report all relevant metrics together with Improvement plan to management team on the regular basis.
• Identify global actions for service level and application stability improvement.
• Drive actions and perform weekly follow-up with vendor representative.
• Define global automation opportunities (together with vendor), assign responsibilities and drive its completion.
• Be Escalation point for all Product Managers in case of Operational problems with vendor (and vice versa).
• Share on periodic bases global action plan and progress with the SM team.
• Communicate with vendor to provide news/updates from GDO side.
• Run RFP process if necessary, for the IT solutions in scope, following official bidding commercial procedure.
• Work with Finance team and run all finance related questions (PO, Invoices, etc.), budget planning and compliance.

Global Product Management

• Develop/improve standard operational procedures and Service Delivery Procedures.
• Track global KPIs and cascade the priority to the team.
• Organize work of Product Owners (team associates) and address roadblocks.
• Organize back-up process between Product Owners when going to be on leave;
• Coordinate resolution of major escalations, service-related questions and outstanding situations.
• Royal Canin Digital & Technology partnership with apps roadmaps;
• Be an example for the whole team of how product management should be built and working.
• Manage communications and partnership to the key stakeholders, including RC IT LT;
• Address all security related questions in the area of responsibility, make sure IT solutions in scope are compatible with all internal guidance and external procedures (GDPR, CCPA, etc).
• Accountability per Application lifecycle in the area of responsibility (support, invest, upgrade, retire).
• Accountability per global communications around your potifolio (Internal - IT and external - business stakeholders).
• Work with other teams globally (applications, platform, infrastructure), regionally and locally to ensure global coverage is provided and excellence shared.
• Drive the finances monitoring of the team's budgets for the Products In scope through timely Involvement of respective Product Owners, highlighting the necessity of changes/adjustments with budget needed ensuring the situation Is under control.
• Service delivery quality
• Partnership with architecture to bring efficiency and performance improvement to apps
• Stakeholder management with local/global stakeholders playing Business Delivery Services global mindset;
• Systems outage coordination;
• Be member of projects involving your portfoliog being responsible for supportability advice and providing support to Development teams.
• Work on Service Introduction (take-on) activities for new countries with Navision Installations or other big projects and activities;
• Be pro-ative to improve applications stability, automation, simplification;
• Guarantee disaster recovery valid and tested process to all applications.

What can you expect from Mars?

• Work with over 140,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

#LI-MB1 #TBDDT

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.