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Roles en SSF & BCM

GDC, mejorando la experiencia del


cliente

Roles Funcionales o de Negocio


* Solo se presentan roles funcionales, no los roles de Application Maintenance (AM) o de IS helpdesk)

Roles Funcionales en SSF

Roles Funcionales en
BCM

Usuario ocasional = Levanta requerimientos


en la herramienta

BR ID : BR04814 Commercial SABMiller Occasional User

N/A para usuario ocasional


Generalista = Tier 1
GDC Servicio al Cliente
BR ID: BR04811 Commercial 1st Line SABMiller Generalist

Generalista = Tier 1, GDC Soporte al cliente. Primera


llamada para resolucin de requerimientos.
BR ID: BR04806 1ST Line Generalist LatAm

Especialista = Tier 2
Resuelve Requerimientos, GDC Bta

Especialista =Tier 2, Si no es posible resolver el


requerimiento en la primera llamada

BR ID: BR04807 2ND Line Specialist LatAm

BR ID: BR04812 Commercial 2nd Line SABMiller Specialist

Supervisor = Supervisa la calidad de las llamadas.


BR ID:BR04809 Supervisor LatAm

Administrador Funcional = Karen Nieto,


mantiene los 2 ltimos niveles de la PPOMA

BR-ID: BR04813 -Commercial SABMiller Administrator

SABMiller 2014

Administrador Funcional = Karen Nieto.


BR ID: BR04808 Business Administrator

Roles de Application Maintenance IS


Helpdesk
Roles Tcnicos en SSF (IS)

Roles Tcnicos en BCM


(IS)

Administrador Tcnico = Configuracin de


Mantenimiento de la estructura Org. =
Organizar la mayora de los niveles de la PPOMA

BCM en general

BR ID:BR04810 Technical administrator

BR ID:BR04815 Maintain Org Structure

Administrador PBX Latam = Configurar


Soporte de seguridad y visualizacin
de acceso-Latam = Asignar roles en SSF

llamadas en BCM

BR ID: BR04881 PBX Administrator LatAm

BR ID:BR04884 ERP SS-Security Support Display Access - Latam

Rol de seguridad de usuario Latam


=Asignar roles en BCM

BR ID:BR04882 Security User Role LatAm

Administrador para S&C Latam


Administrador Limitado para Latam

BR ID:BR04883 Administrator for SC LatAm

SABMiller 2014

Functional or business roles


*Only shows functional roles , not application Maintenance roles (AM or IS Helpdesk)

Functional roles in SSF

Functional roles in BCM

Occasional User = Raise requirements in


the tool

BR ID : BR04814 Commercial SABMiller Occasional User

N/A para usuario ocasional


Generalist = Tier 1
GDC Customer Support
BR ID: BR04811 Commercial 1st Line SABMiller Generalist

Generalist = Tier 1, GDC Customer Support. First Call


Resolution.

BR ID: BR04806 1ST Line Generalist LatAm

Specialist = Tier 2
Resolve Requirements, GDC Bta

Specialist = Tier 2, If is not possible resolve the


requirement in the first call resolution.
BR ID: BR04807 2ND Line Specialist LatAm

BR ID: BR04812 Commercial 2nd Line SABMiller Specialist

Supervisor = Review the quality of the calls.


BR ID:BR04809 Supervisor LatAm

Functional Administrator = Karen Nieto,


Maintenance the 2 last level of the PPOMA

BR-ID: BR04813 -Commercial SABMiller Administrator

SABMiller 2014

Functional Administrator = karen Nieto.


BR ID: BR04808 Business Administrator

Application Maintenance role IS Helpdesk

Technical roles in SSF (IS)

Technical roles in BCM (IS)

Technical administrator = General


Maintenance of the organizational
structure = Organize the majority of the PPOMA levels

configuration in BCM

BR ID:BR04810 Technical administrator

BR ID:BR04815 Maintain Org Structure

PBX Latam Administrator = Calls


Security support and visualization of
the access-Latam =Assign roles in SSF

maintenance in BCM

BR ID: BR04881 PBX Administrator LatAm

BR ID:BR04884 ERP SS-Security Support Display Access - Latam

Security of user role Latam

= Assign roles

in BCM

BR ID:BR04882 Security User Role LatAm

Administrator for S&C Latam

Latam Manager

BR ID:BR04883 Administrator for SC LatAm

SABMiller 2014

Limited