Sales Force Automation Coordinator Help Desk

POSITION SUMMARY: Responsible for monitoring help desk issues and ensuring timely resolution. Responsible for coordinating communications with help desks. PRIMARY JOB DUTIES:1.  Coordinate efforts of Informatics, Informatics Support Center and Help Desk (Call Center) vendor to ensure all issues are addressed.2.  Thorough understanding of all applications used by the field and applicable trouble shooting steps for issues.3.  Thorough understanding of Forest and help desk policies and procedures.4.  Ensure help desk is thoroughly trained on all systems they are supporting.  Review of help desk cases to ensure correct troubleshooting, resolution of issues and correct Forest policies are being followed.5.  Maintenance and period reviews of help desk’s knowledge database.  Responsible for updates and overall content.6.  Communicate new initiatives to help desks.7.  Record notes for weekly help desk conference call for distribution.  Host call as needed.8.  Evaluate and address any outstanding help desk issues.  Follow up on old or unaddressed tickets. 9.  Monitor help desk issues using available reports and work with analysts to develop new reports as needed.10. Issue and ticketing trend analysis.  Escalate key issues to management as needed.11. Attend quarterly help desk meeting (Virginia).  Identify issues for discussion; responsible for notes and follow ups.12. Additional periodic visits to the help desk (Virginia) for call monitoring, issue identification13. Write procedures as necessary14. Assist with training of field sales representative on SFA tools15. Proof read SFA training materials16. Test new releases of sales force automation software17. Thoroughly understand applications that the SFA department uses and supports18. Train other SFA Team members and other groups as required on applications19. Willing to travel to participate in field visits, training, or meetings as necessary (light travel)20. Occasional travel between 3 locations (400 Moreland, 155 Commerce and 500 Commack)21. Coverage for other department responsibilities as needed, including shipping and receiving (light lifting of tablets and accessories) POSITION QUALIFICATIONS:BS / BA in a business or computer science field a plus (Associate’s Degree minimum required)Experience with pharmaceuticals and/or sales force automation a plusGood verbal and written communications skills; organizational skills; customer service skills; problem solving and analytical skills.Good computer skills, MS Word, Excel, Power Point, Outlook, Internet navigation Ability to show initiative and follow-through;  ability to work in a team environment.Ability to manage multiple tasks and priorities. For consideration, please submit your resume along with salary requirements. Please note as your source in the text of your resume.   Committed to continuing diversity at work. EOE m/f/d/v