Key Responsibilities:
- Create, modify, and optimize Sprinklr workflows to enhance automation, improve efficiency, and align with business processes.
- Troubleshoot and resolve configuration issues, ensuring seamless functionality across Sprinklr's modules.
- Provide technical support to internal users, addressing platform issues, data discrepancies, and access requests.
- Ensure platform stability and performance, conducting regular health checks and making recommendations for optimization.
- Collaborate with IT and business teams to align Sprinklr's capabilities with operational needs.
- Aware of integrations with Salesforce and Bynder, ensuring data consistency and accurate reporting.
- Stay updated on Sprinklr enhancements and product releases, recommending feature adoption to improve platform utilization.
- Monitor service levels, identify patterns in incident data, and recommend proactive solutions to improve user experience and operational efficiency.
- Support objective setting, strategic planning, and service improvement initiatives alongside sustain Lead.
Qualifications
Qualifications
- 5+ years of operations support and incident management with experience creating ITSM metric reports & service improvement plans, working with cross-functional teams in a highly matrixed environment, or relevant experience in a technological function
- Minimum 3+ years of leadership and /or influencing experience
- Experience in planning and executing product transition to sustain methodologies and driving standard processes across the organization
- Strong knowledge and experience in agile methodologies, experience working with multiple scrum teams on simultaneous builds
- Strong experience driving and iterating products and highly technically integrated environments
- Bachelor's Degree.
Technical Expertise Required
- Strong knowledge of Sprinklr modules (Social Listening, Advocacy, Workflow engine, Care, Listening and Reporting).
- Experience in configuring workflows, automation, and platform customizations.
- Ability to diagnose and resolve configuration issues across different Sprinklr modules.
- Familiarity with Sprinklr's Workflow engine capabilities to assist with task-based approval
- Service Now ITSM Incident Management & Reporting
- Basic Scripting / Automation- PowerShell, Python, or Bash for automating repetitive tasks or alerts. Familiarity with APIs for integrations or automation.
Experience
- Excellent communication skills, both verbal and written, along with the ability to influence and demonstrate confidence in communications with senior level management.
- Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment.
- Strong leadership, organizational and interpersonal skills; comfortable managing trade-offs.
- Proactively drives impact and engagement while bringing others along.
- Ability to lead others without direct authority.
- Experience working with ADO & ServiceNow
