Process Improvement Analyst

Recruiter
Johnson Controls
Location
Lancashire
Salary
Competitive
Posted
11 Jun 2021
Closes
12 Jun 2021
Sectors
Accountancy
Contract Type
Permanent
Hours
Full Time
Process Improvement Analyst - WD

What you will do

We are looking for an Analyst that's an experienced professional who will be responsible for supporting enhancements of our CRM product suite (ServiceMax/Salesforce), guiding and delivering changes to the Business. The core tasks will include user administration, dashboard/report development, user testing and maintaining accurate user guides for the product to ensure that we have a stable platform. The role will involve working closely with our business stakeholders to develop our product, building requirements, prioritising and working with our IT teams to deliver these successfully.

There is a wider responsibility of continuous improvement of the customer service centre, providing process mapping support and involvement in facilitating workshops to support our leadership team with their process improvements to deliver world class customer service.

This position aligns under the central customer service structure with a focus on supporting our teams in the field based around the United Kingdom. The job holder will need to communicate effectively with internal and external stakeholders to identify needs and evaluate technology solutions.

How you will do it

Extensive hands-on administration and configuration of our CRM product suite, leveraging knowledge from application releases and new features.
Reviewing business requirements, user issues, identifying future needs and providing solutions.
Partnering collaboratively with IT colleagues in the design, testing and deployment of any future upgrades.
Sharing best practice knowledge and delivering training as subject matter expert.
Supporting the CSC in the delivery of benefits across multiple initiatives as part of our transformation plans.
Playing a key part in our journey to provide an efficient centralised team for all business units.
Drive adoption of CRM product creating a stepped change in product use adding additional functionality to help our business become more efficient
Share responsibility for the overall service delivery of the CSC
Carefully manage your time keeping a commercial mind-set when working on large and complex changes. Being able to juggle it all is crucial to the role.
Take responsibility for promoting a positive working environment and a culture of diversity and inclusion within the team.
Work collectively with all business support teams to maximise delivery in a positive way

Qualifications

What we look for

Required

Experience of ServiceMax, Salesforce or similar CRM based products
Knowledge of Contact Centre, Back Office and Field Engineering
Ability to bring in best practice from across multiple industries and sectors
Background in process analytics, continuous improvement or CRM administration

Preferred

ServiceMax knowledge
Security and Mechanical business experience
Product, IT, Technical, Security industry, Problem solving, Process improvement, Customer Experience
Advanced user of complex computer programs with very strong analytical skills including experience in Computer programming/SQL/VBA

Job Customer Support
Primary LocationGB-Manchester-Manchester
Organization Bldg Technologies & Solutions

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