Vacancy expired!
- The Data Steward will be part of planning and execution of data governance strategy within the contact center organization.
- Partner in the functional and cross-functional assessment, design, implementation, deployment, and operations of business solution delivery. Systems in scope: Salesforce and Genesys (Legacy and Cloud).
- The holder of this role will be responsible for driving the definition, implementation, and adoption of the functional/global data standards, policies, and processes for governing and maintenance of the data within case/contact management data domain.
- Act as the single point of contact for their assigned data domain at the global level and are engaged in all business and technology projects and initiatives that impact their data domain.
- Needs to demonstrate a good capability to balance the often-competing needs for innovation and standardization/process harmonization, frequently influencing business collaborators with standard methodologies.
- Must understand architectural issues and be able to factor them into decisions and recommendations.
- The successful candidate will work with multi-national Business Partners and in a diverse team, other team members may be on different sites/countries in the region. Responsibilities:
- Contribute to the strategic direction and planning
- Work closely with Data Owner to finalize priorities and make decisions for their respective data domains including data hierarchy / taxonomy
- Drive alignment and escalates issues and risks to the GS Data Council and Cross-Functional data forum, as per defined framework
- Understand the downstream data usage and how changes will impact users
- Craft the relevant framework around data management considering the holistic view: people, process, product, training, communication and change management
- Drive the definition and alignment on standards for data elements by engaging with the relevant data users
- Engage with business SMEs/ data users, cross-functional domain professionals, data and system architects, compliance and the Quality Lead to define the data standards attributes:
- Business terminology and definition
- Business and technical data standards (e.g., valid / default values, format)
- Authoritative systems for creating, updating and maintain data
- Data transformation rules, derivations, and calculations o Data validation rules
- Data sensitivity classification o Data retention schedules Collaborate with GS Data Governance/DG Design Lead/ relevant partners to align, design and implement:
- Roles and responsibilities for data ownership within case/contact management
- Processes and policies for governing and maintaining the data (e.g., master / reference data, mappings)
- Data integration framework in/out case and contact management environment (product, process, people)
- Whenever required, perform business requirement, and root cause analysis, and write specifications in a consumable format and terminology for developers
- Lead design sessions by presenting logical statements of business problems and solutions and offering and incorporating ideas
- Include targeted flexible deep dive monitoring activities to understand processes, controls, risks, and drive improvements thereby mitigating risk.
- Ensure all findings discovered during monitoring are appropriately detailed, investigated, corrected and if applicable raised.
- Act as a liaison between business/ data users and technical teams to serve as reference for development and support
- Assist and report on user acceptance testing if there is a technical deployment with a potential impact on data
- Collaborate with relevant partners to reflect the data governance solutions in MDM enterprise tool
- Apply compliance requirements within scope of responsibility, provides documentation and participates in compliance activities as required
- Provide support in data related activities for cloud telephony implementation
- A minimum of a bachelor's degree is required, advanced degree or IT major preferred ?
- 2+ years of Data Governance / Data Steward relevant experience
- Previous experience in a Shared Services/ BPO environment preferred
- Strong understanding of: o Data governance including metadata hierarchies, attribute definitions, and common use o Software development methodologies and lifecycles o Data structure, data interfaces and how data flows and transforms from source systems to the downstream systems. o Data modeling and process design or guidelines/ SOP documentation
- Experience with Data Governance /MDM tools (Informatica is a plus)
- Strong Microsoft Office suite abilities in Excel, Visio, PowerPoint, SharePoint, and Power BI
- Strong analytics and reporting skills
- Experience in working with large volume of data required Attention to details
- Problem solving and analytical abilities
- Ability to manage parallel tasks/ projects from inception to closure
- Proven ability to learn and apply new and emerging concepts very quickly
- Strong interpersonal skills and commitment to teamwork and partnerships
- Demonstrated effective collaboration skills up, down and across the organization We hope you wish to Connect, Shape and Grow! Connect: Opportunity to connect and interact with different areas of case/ contact management owners and data users and data governance leaders across functions (HR, Procurement, Finance, GS, etc.) Shape: Opportunity to improve and grow skills around data governance strategy, to contribute with ideas and challenge thinking Grow:
- Opportunity to develop the critical thinking, to gain knowledge in data governance capabilities, to drive and take ownership in driving actions, bring a positive impact to improving the experience and performance of GS case management data users.
Vacancy expired!