No Relocation Assistance Offered

# 161937 - Overland Park, Kansas, United States

Who We Are

Colgate-Palmolive Company is a caring, innovative growth company that is reimagining a healthier future for all people, their pets and our planet. Focused on Oral Care, Personal Care, Home Care and Pet Nutrition, we sell our products in more than 200 countries and territories under brands such as Colgate, Palmolive, elmex, hello, meridol, Sorriso, Tom’s of Maine, EltaMD, Filorga, Irish Spring, PCA SKIN, Protex, Sanex, Softsoap, Speed Stick, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill’s Pet Nutrition.

We are recognized for our leadership and innovation in promoting sustainability and community wellbeing, including our achievements in decreasing plastic waste and promoting recyclability, saving water, conserving natural resources and improving children’s oral health.

If you want to work for a company that lives by their values, then give your career a reason to smile and join our global team!

Job Summary

We are seeking a skilled Systems Tech / Analyst to support our Call Center systems, ensuring seamless operations and exceptional customer experiences. You will work with Hill’s technical teams to troubleshoot and document system gaps impacting the Customer Experience Engagement Center (CXEC), including CRM, CRS, Social, Chat, and other back-end systems. Responsibilities include effective communication and documentation through JIRA tickets, chats, and verbal communications to maintain, test and onboard new systems. Additionally, you will manage departmental equipment and support procurement needs as well as handle onboarding and off-boarding users for designated CXEC systems. Lastly, you will lead internal projects to improve efficiencies and effectiveness.

Principal Duties and Responsibilities

Duties and Responsibilities

• Work with Hill’s technical teams to troubleshoot and document gaps to key systems impacting the CXEC (e.g., CRM, CRS, Social, Chat and other back-end systems). Leverage effective communication and documentation through JIRA tickets, chats and verbal communications.

• As systems are changed/upgraded, collaborate with CXEC leadership to schedule and manage testing to minimize the impacts to the business and customers. Train and guide agents to support the testing process. Coordinate with the knowledge management team on SOP updates.

• Lead routine systems testing of the enhancements in coordination with operations and GIT, especially to ensure operations will not be impacted as Corporate changes are implemented. Partner internally to transfer systems knowledge and changes to enable production of training materials.

• Manages work from home equipment for the department and supports procurement needs. Conducts routine inventory checks of department equipment.

• Responsible for onboarding/off-boarding users for designated CXEC systems. Additionally, conduct quarterly audits to ensure all user access permissions are accurate and required.

• Supports call center systems such as C4C, VCC, webpages, screen share technology and other center features. This includes coordination with third-party vendors.

• Support new CXEC product and feature launches, including scheduling, testing, providing admin support and coordinating with business partners.

• Lead internal projects that will bring improved efficiencies and effectiveness, which could include improved automation of existing systems, creating templates and improving data capture for reporting.

Total Percent (not to exceed 100%)

This is not an exhaustive list of duties or functions.

Education/ Experience

Minimum education and experience requirements:

Bachelor's degree in business, IT or related field with 3+ years of experience in business systems technical support, preferably in contact center operations

Preferred education and experience requirements

SQL, SAP, call center systems experience

Expected Areas of Knowledge, Skills and Abilities

• Ability to translate business needs into technology requirements

• Ability to understand technical terminology and processes to translate to the business

• Experience in coordinating and administering system implementation and upgrade projects

• Knowledge of enterprise customer service suite

• Experience with Software Development Lifecycle (SDLC) and Agile methodology

• Proficiency in understanding business problems and opportunities

• Demonstrated experience in testing and/ or administration of customer service application technologies

• Google/Microsoft Suite proficiency (i.e, Sheets, Slides, Docs)

Leadership Competencies (Should match the Colgate Global Competencies – Up to 3)

• Leading Change

• Analysis / Decision Making

• Teamwork and Collaboration

Functional Competencies (Should match the Colgate Global Competencies – Up to 3)

• Technical Expertise

• Project Management

• Problem Solving

Working Relationships (Key partnerships and reporting relationships)

• Does this position supervise: No

• IT

• Service support and Ops success teams

• Telephony or other external vendors

Travel Requirements

Expected percentage of travel: Up to 10%

Compensation and Benefits

Salary Range $64,000.00 - $71,000.00 USD

Pay is based on multiple non-discriminatory, individualized factors including but not limited to experience, job-related knowledge and education, skills and office/market location. In addition to base salary, salaried employees are eligible for annual discretionary bonuses, profit-sharing and, for Executive-level (salary grade 16 and above) roles only, long-term incentives in the form of Restricted Stock Units and/or Stock Options.

Subject to the terms and conditions of the applicable benefits plans then in effect, all salaried employees are also eligible for a competitive benefits package which includes:

• Insurance: Employees (and their eligible dependents) are eligible to participate in Company-sponsored Medical, Dental, Vision, Basic Life Insurance, Accidental Death & Dismemberment and Disability insurance plans.

• Retirement Plans: Employees are eligible to enroll in Colgate's 401(k) plan, which provides for company matching contributions subject to eligibility requirements

• Vacation/PTO: Employees receive a minimum of 15 days of vacation/PTO leave annually

• Paid Holidays: Employees receive a minimum of 13 paid/floating holidays annually

• Paid Sick Leave: Based on location and consistent with applicable state and local law, employees receive a minimum of 40 hours of paid sick leave on January 1st of each year

• Paid Parental Leave: Eligible employees may take up to eight weeks of paid parental leave and 12 weeks of unpaid leave (varies for employees with fewer than 12 months of service and is subject to hours worked requirements)

Our Commitment to Sustainability

With the Colgate brand in more homes than any other, we are presented with great opportunities and new challenges as we work to integrate sustainability into all aspects of our business and create positive social impact. We are determined to position ourselves for further growth as we act on our 2025 Sustainability & Social Impact Strategy.

Our Commitment to Diversity, Equity & Inclusion

Achieving our purpose starts with our people — ensuring our workforce represents the people and communities we serve —and creating an environment where our people feel they belong; where we can be our authentic selves, feel treated with respect and have the support of leadership to impact the business in a meaningful way.

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact Application_Accommodation@colpal.com with the subject "Accommodation Request" should you require accommodation.

For additional Colgate terms and conditions, please click here (https://www.colgatepalmolive.com/content/dam/cp-sites/corporate/corporate/en_us/corp/locale-assets/pdf/colgate-terms-and-conditions-2023.pdf) .

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