Role Description & Purpose Of This Role/Team
The customer systems BA role is in the Service Development team and is responsible for the maintenance and development of all customer service and associated systems. Working with key stakeholders in the service and wider teams, this role will ensure that customer systems capability will continue to drive accessibility, efficiency, and value in Customer self-help. Customer Self Service and Customer operations areas.
You will contribute to the development of new functionality in both service operations and customer facing platforms, using the whole range of systems to build efficient end to end solutions, utilising the latest technologies such as chat bots and other automations. You must be able to translate the customer and process journey into workable proposals and user stories to support these initiatives. These will often require integrations between multiple systems so an aptitude for understanding system architectures is needed.
This role will also make sure that all core customer systems run optimally, and any defects or bugs are identified and managed through to resolution. Working with in house and outsourced development teams, this will be done using both Jira and Wrike and so the organisation, tracking, monitoring, and internal communication of ticket progress is a critical responsibility.
The overarching purpose of the role is to make sure that our customer systems are able to drive value for the business and continue to improve efficiencies and experiences for customers and colleagues alike.
Role Responsibilities
Key Responsibilities:
Provide analysis and prioritisation expertise to the customer operations team
- Communicate with internal colleagues to understand the needs of users and stakeholders
- Identify the processes and information technology required to introduce recommendations, and work with technology teams to help them design and deliver the solution
- Design, create, and maintain automations across multiple customer service teams liaising with stakeholders from the wider business
- Work with end users and stakeholders to understand and investigate feedback into the service, function, or products provided
- Work with Product Owner to manage new releases & tickets
- Conduct testing for bug fixes and releases in associated systems.
- Managing tickets for bugs and issues, new features, and support requests.
- Create suggestions for improvements and changes
- Consider opportunities and potential risks attached to changes
- Support colleagues in making changes, including helping to resolve any issues
- Perform requirement gathering and analysis for all business processes
- Lead reviews of current business processes and develop optimisation strategies
- Coordinate UAT for new system and project launches
- Provide support and troubleshoot issues for end users by assisting IT Support teams with 1st and 2nd Line triage of issues
- Work with stakeholders, product management and development teams across all customer service and business systems to provide development Release Management and defect resolution
- Utilising inbuilt functionality in all customer services systems to maintain customer operations and connected platforms to maximise efficiency, minimise disruption, and provide data analysis and reports in the associated systems. Systems include (but not limited to):
- Salesforce Service Cloud
- Salesforce Marketing Cloud
- Salesforce Commerce Cloud
- Genesys PureCloud
- eMite
- Mendix ERP
- Snap WMS
- Tableau
- Smartsheet
- Zapier
- Microsoft 365 Office including (Excel, Power Automate)
- Slack
- ISOP
- Metabase
- Jira
- Wrike
- CST
- SAP
- Worldline Ingenico
- Worldpay
- Klarna
- Maintain access for end users for Customer Service managed systems and being the point of contact as system administrator.
Responsibilities also to include (but not limited to)
- Update metadata for Junk Queues and PureCloud Queues
- Monitor and update PureCloud Managed Package
- Manage Public Groups, Chatter Groups, Permission Sets and Queues
- Cleanse incorrect data (Accounts)
- Provide GDPR support to the customer operations team
Main Activities - You will need to be able to demonstrate the following;
Project Management
Ø Be an expert by understanding the customer journey for all areas of the business, knowing the different touch points and potential failures to be able to demonstrate to your team the right route to take while constantly finding ways to improve the experience for customers and end-users.
Ø Demonstrate an understanding of the wider business and use this knowledge to engage and structure your team’s performance and conversations.
Ø Conduct detailed investigations into any issues and provide a full explanation with a specific recovery plan, working with the team managers to ensure success.
Ø Oversee multiple projects or initiatives often at once. You need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
Ø Having a good understanding of systems, infrastructure, and emerging technologies can be valuable and allow for better preparation within the team.
Ø Gather comprehensive requirements for change through detailed business analysis, liaising with the business stakeholders and product managers on all new requests and changes
Ø Translating requirements and enhancements into detailed user stories and acceptance criteria
Ø Managing Tickets & User boards for both bug fix/defect resolution and development activity
Ø Testing and validating all new developments and releases through creation and delivery of test scripts and flows, ensuring recording and feedback of outcomes to the development and product teams
Ø Create HOTL (Hand over to live) documents to support the training and onboarding of new and change activity. Create a knowledgebase of SOP documents (Standard Operating Practice)
- Support deployment activity and associated training where needed and be on hand to support the colleagues when changes are deployed
- Support Knowledge and Communications Coordinator with Salesforce Data - Knowledge Articles, Email Templates, Quick Text and other content
Analysis
Ø Complete all reports in a timely manner.
- Reporting on System usage e.g. Knowledge article usage
- Creating Salesforce Reports and Dashboards
- Creation of error checking and compliance monitoring solutions
- Creating and maintaining Tableau reports
- Creating Metabase reports via SQL
Ø You should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. You should have the ability to think critically and make decisions quickly to address service-related challenges.
Ø Understand how all the markets work within the business and how Customer Service impacts them.
Ø Understand the different peaks for each area of the business.
Ø Know the operational SLA’s and how to balance business and customer needs.
Ø Provide updates in group meetings around the business about trends or patterns your team have reported.
Ø Deliver key business messages in a positive and professional manner.
Ø Work with key stake holders in other teams across all markets in improving the sharing of information and process changes.
People Focus
Ø To succeed in this role, you must be able to combine a strong logical and detailed sense of discovery with a creative solution-oriented way of thinking. This role is about contributing to making things better, faster, easier and more available, so you have to think in those terms but balanced with an honest approach to prioritisation and focus.
Ø You must have a nose for the facts and a keen desire to get to them. Detail and diligence are key. Assumptions and hope are not sufficient in this role. You must be able to consider opportunities and potential risks with any suggestions made and be able to articulate these to stakeholders and colleagues across the business
Ø You’ll be spinning plates through Jira and Wrike so you’ll need to not get lost when you have multiple initiatives and tickets on the go. You’re going to have to be methodical and dynamic at the same time, but in reality, it’s about being highly organised, detail conscious, and able to prioritise multiple tasks
Ø You have got to be able to write clearly, in an engaging style and with proper grammar and punctuation. There is no time for checking everything twice. You have to have an eye for detail, or you’ll miss stuff, but that detail has got to be complimented with a creative flair for writing.
Ø You’ll need to understand the value of managing stakeholders to get their opinions and in reporting your progress through project reviews and regular updates. You’ll be working with senior managers, so you’ll need to welcome positive challenges and change.
Ø You’ll need to embrace change. This role is all about improvement and change, so if you find change a struggle then this isn’t for you.
