Job title:  Implementations Product Support Specialist

Role context:

The Customer Services directorate will be responsible for the management and maintenance of 55k homes and 111k customers with a clear aspiration and commitment to transform our services. The definition and delivery of a clear asset strategy together with a data and analytical approach will be critical to the effective management of our assets.

Purpose of Role

Work alongside the Business Development team and Business Design team defining requirements then implementing system and process changes to successfully deliver change across the operations directorate. Supporting operational teams throughout delivery with both their new systems and new ways of working.

Leading on implementation tasks with operational teams to help design, test and implement changes, ensuring business operations and process continuity.

Assist risk management relating to data quality or business process changes through effective implementation of process and technical solutions, leading on data issues and fixes to guide business users and representatives from other departments to promote data quality and reduce risk to the organization.

Assist in the development of strategy and process through implementation activities, ensuring business change activity within operations and across the wider business is aligned to project objectives and systems are suitable for operations.

Work with project teams and the business in project delivery assisting in the confirmation of project outcomes, ensuring changes deliver operational benefits by taking part in operational testing and co-ordination of operational change with SMEs and super users.

Identify opportunities for BAU improvement through enhancement of business systems and processes.

Deliver effective system and business process change implementations, providing visibility of progress and issues to allow effective prioritization of change delivery and timely benefits to business operations.

Carry out ad-hoc training for projects where required, creating training materials and process guides for implementations. Assist in the follow up to changes and project delivery by working alongside the Business Development and IT training team to develop consistent training processes and documentation.

Develop relationships with key stakeholders across directorates; encouraging collaboration and cross department working in multi-disciplinary project teams and reducing silo mentality

Skills/Experience required

• Excellent communication skills; proven record of preparing written and verbal reports and presentations and the ability to effectively work closely alongside front line teams, back office and management.

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  Capability to produce high quality documentation and specifications.

• Experience in analysing data to draw business-relevant conclusions and in data visualisation techniques and tools.

• Experience in business as usual change management processes.

• Experience in preparing training materials and delivering end user training.

• Educated to degree level or at least 3 years experience in a similar role.

• Experience successfully delivering change to organisations within various project frameworks including Agile/Scrum, PRINCE2/Waterfall.

• Social Housing sector knowledge or exposure to the social housing market would be beneficial.

• Proven experience and ability to deliver excellent customer care and valuing diversity.

• A commitment to continuing professional development and aptitude to influence others to follow best practice approaches and display professional behaviours

• To ensure that all policies and procedures are adhered to so that consistent and standard practice is achieved across the organization.

• BCS BA foundation or ITIL V3 Foundation and experience applying service management principles in a business role would be beneficial.