**Royal Canin AM IT Digital Products Senior Analyst - Mars Global Services - can be based in Guararema, Brazil or Saint Charles, US**
This position is focusing on the Royal Canin Global & AM Regional Applications team. This role is part of the Global Applications Service Delivery team based in different locations across the globe. This role provides functional and technical expertise on the given Product Capability as in charge of design, development, deployment, further evolution and support portfolio of Global Applications products to business users. Working with team members (associates), controlling main team KPIs, metrics and several projects delivery. 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.
**What are we looking for?**
- IT Background.
- Good Sales and eCommerce business process understanding on FMCG (Fast Moving Consumer Goods) industry (preferred).
- Good communication, especially in English and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work effectively in a flexible and changing environment, manages multiple activities and priorities, and work well under pressure.
- 3-5 years of experience in business or IT team, in Product or Service team.
- Additional experience and/or exposure to following technologies a plus: ITIL, PMI, Agile, DevOps, Scrum, 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 ASD 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.
- 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 CS 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.
- Support, Influence and contribute with Leadership to define strategy for IT Solutions, in line with operational excellence strategies and Transformational programs and business capabilities strategies
- Track global KPIs and cascade the priority to the team.
- Perform 1to1 reviews with team members and control operational activities in their areas.
- Organize work of Product Owners (team associates) and address roadblocks.
- Organize Back-up process between Product Owners (team associates).
- Onboarding process for newcomers.
- Coordinate resolution of major escalations, service-related questions and outstanding situations.
- Closely work with Global business community to address all their needs and requirements from IT solutions.
- Be an example for the whole team of how product management should be built and working.
- Work with Functional and Segment DT Leads to drive IT solutions improvements.
- Manage communications to the key stakeholders, including RC IT LT and respective Directors In business.
- Constantly work with team key high-level stakeholders (Directors, CFOs and up to Regional presidents) to drive necessary changes, deal escalations or drive improvement plan.
- 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).
- Drive Application lifecycle in the area of responsibility (support, invest, upgrade, retire).
- Drive global communications related to service (Internal - IT and external - business stakeholders).
- 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.
**Participate in global functional and technical projects/activities**
- Drive big activities with potentially high impact (for example: Security Patches, Disaster recovery Implementation).
**Improve the collaboration**
- Participate in bi-weekly rev