BMC Staff Platform Systems Admin- Gainsight/Matik 

India, Maharashtra 

675742950

Professional Experience

• 6+ years hands-on development experience on the Matik and/or Gainsight CS
• Configure and deploy Matik improvements (including system configuration, aiding with external integrations, reports, dashboards, workflows, and necessary training) in partnership with the business needs identified by the organization
• Serve as a frontline resource for internal end users to field questions, troubleshoot issues, and resolve problems
• Develop process documentation and maintain Matik Guidelines wiki page
• Provide onboarding training and support for new users / user groups using the platform
• Establish and maintain repeatable process for integrating new business areas into the platform
• Design and lead a Matik Governance model to ensure awareness and alignment on strategic configuration changes, release notes, and introduction of new data sources
• Collaborate with senior leaders on the design of content-driven business rules that analyze customer data and trigger actions for the CSM team to proactively engage with customers
• Develop a keen understanding of the organization's sources of risk, as well as positive trends, and effectively report on both
• Oversee activity, prioritization, and performance development of the Gainsight platform admins
• Serve as a conduit of information between CSM / Operations leadership and these admins to ensure awareness and alignment with strategy and vision
• Serve as contact point with Matik CSM, support and sales
• Assist with data collection and analysis, initiative tracking and updates, integration with SFDC & Analytics, and other Operations activities not specific to Matik