Customer Services Project Management Office Project Consultant

Role Definition – Support Consultant

Summary

- Within Misys, the incumbent utilises their knowledge of Misys systems and processes in order to provide our people with the tools and skills to be able to perform their role effectively and efficiently. Their objective is to always strive to improve productivity, customer experience and automate process where possible.

Expertise

In order to carry out their tasks, a Knowledge Management consultant requires:

- Previous experience or knowledge of Customer Support Best Practice in standard operating processes (Service Level Agreements, Case Management, Case Tracking Systems)

- Strong written and verbal communication skills at multiple levels of seniority to be able to interact & negotiate with all key project stakeholders (support consultants up to senior management)

- Good planning and project management skills

- Good time management in order to prioritise and co-ordinate the varied tasks which they work on.

- Self-motivator, results driven, team player.

- Knowledge of key applications such as Salesforce, Camtasia, Visio is an advantage.

Accountabilities

- Production of clear project charters which describe the problem to be resolved, how it shall be done, when and by whom

- Production and management of project plans with defined milestones

- Production of all training or knowledge transfer material

- Determining best fit solutions in collaboration with all stakeholders of the problem

- Owning an issue or project from beginning to resolution

- Delivering the required solution on time, budget where applicable and against project scope or definition.

- Automating the solution wherever possible

- Pro-actively design and implement improvements to the Customer Services Teams to help achieve their objectives against productivity and customer satisfaction

- Implementing solutions against industry or Vista best practice

- Supporting our people by answering queries regarding Misys Customer Service processes and policies both verbally and in writing.

- Providing help and advice to our people using Misys Customer Services related applications

- Ensuring that the Customer Support Processes are monitored and followed in collaboration with the Misys Customer Support Management Team

- Identifying the scope and boundaries of the problem

- Use information from various sources to understand the nature of the issue and/or create a solution.

- Determining likely solutions. Evaluating solutions against identified criteria.

- Communicating progress on projects and project issues until a solution is found and communicated to the originator.

- Acquiring and maintaining knowledge of Misys support methodologies and standards for use in problem-solving

- Identifying and reporting areas for improvement in software and processes (as a result of support or own investigation).

- Training junior staff as required, providing knowledge transfer to improve the overall service provided to the customers.

- Properly record their time in Open Air.

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