Job Description

Designation - CRM Product Owner

Location - Bangalore

Shift Time: 12:30 PM - 9:30 PM IST

Roles and Responsibilities

CRM Customer Service Module PO

• Collaborating with stakeholders to establish a product vision that aligns with business objectives
• Securing stakeholder buy-in for major decisions and strategies, and providing clear instructions and deliverables to developers
• Designing the product roadmap to outline the vision, priorities, and direction for the product offering over time.
• Partnering with business stakeholders to facilitate workshops, lead discovery sessions, and understand business requirements, offering recommendations for meeting these requirements with the proposed product
• Assisting clients in envisioning potential business solutions using Dynamics CRM
• Prepare functional requirements document, test case document for new projects
• Accountable for functional testing and documentation of results for all new projects / change requests / BAU items
• Create Product Backlog items by and collaborating closely with the development team to transform business requirements into user stories in Azure Devops
• Liase with the development team to ensure the product roadmap is delivered on time
• Conduct monthly catch-up calls with the Functional Manager to assess the status of module processes and ensure thorough review before implementation.
• Contribute towards the stability of the application by inspecting and evaluating product progress and gathering feedback at each iteration and adapts the product backlog based on that feedback.
• Conducting user training sessions to enhance user confidence in using the system and promoting user adoption by ensuring adherence to best practices
• Prepare training guides to educate the users with the functionality of the application

Experience-

• Minimum 5 years of experience in Microsoft Dynamics CRM – Customer Service (must) and Sales (good to have) modules
• Strong understanding of Email to Case Creation process, Routing mechanisms, Scheduling, Queues, Knowledge Articles, SLAs
• Experience with Unified Routing, Automatic Case Creation and Update rules
• Experience with Power Automate Flows
• Experience with Omnichannel – Voice Channel integration with CRM
• Experience in creating out of the box Dynamics views, dashboards
• Understanding of the security model of Dynamics CRM
• Experience in Data Analytics to generate Dashboards and Reporting
• Experience with creating Power BI reports (good to have)

Euronext Values

Unity

• We respect and value the people we work with

• We are unified through a common purpose

• We embrace diversity and strive for inclusion

Integrity

• We value transparency, communicate honestly and share information openly

• We act with integrity in everything we do

• We don’t hide our mistakes, and we learn from them

Agility

• We act with a sense of urgency and decisiveness

• We are adaptable, responsive and embrace change

• We take smart risks

Energy

• We are positively driven to make a difference and challenge the status quo

• We focus on and encourage personal leadership

• We motivate each other with our ambition

Accountability

• We deliver maximum value to our customers and stakeholders

• We take ownership and are accountable for the outcome

• We reward and celebrate performance

We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.

Additional Information

This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.