System Optimisation Specialist

Act as the system lead for Developer Services, accountable for the changes delivered into systems such as Salesforce that impact its users who depend on the systems each day to manage and resolve queries raised for / by the Developer Services and household customers

Manage and drive the continuous improvement of data, processes and systems that contribute to providing a service for all customers

Own, develop and maintain all training materials for Developer Services processes ensuring all users are fully trained prior to being provided access to make changes to the data

Work individually or manage small project teams and/or projects under the direction of the Operational Excellence Lead / to improve systems such as Salesforce, data, business processes and/or performance

Proactively identify business improvements which can be achieved by functional changes to Developer Services systems

Drive business readiness and operational performance by partnering with managers, using data and insights to identify root causes, implement improvements, and mitigate the impact of change on D-MeX and service outcomes.

Strong awareness of the financial and customer satisfaction implications for Developers and other customers

Knowledge and experience of system testing and user acceptance testing

Good understanding of the Developer Services Processes including the key market metrics such as D-MeX and Cost Recovery

Ability to proactively identify and deliver process improvements

Experience in working in a support environment including delivering internal training

Knowledge of Microsoft Excel, Word, PowerPoint, Teams and Visio at an advanced level

Excellent communication and influencing skills at all levels

Excellent verbal and written communication skills

Ability to manage own workload and that of a small team, with excellent time management and prioritisation skills, delivering high quality work to strict deadlines