Description
Our multi-national client has one of the world's largest SAP platforms deployed, which provides our clients global markets with ERP services. To support their global ERP platform users our client operates a central problem resolution Service Desk in Budapest.
We are seeking the services of a customer focused; pragmatic and experienced Process Analyst to join a busy and technically talented team in Budapest to manage and improve communication flows between key teams that support the problem resolution life cycle. The structure and inter-relations of these teams is complex as they are diverse in their functions and locations. Remedy is used for problem ticket management.
Deliverables will include:
- Complete overhaul of all existing Communication templates that support the resolution Lifecycle in order to introduce a Customer centric plain English approach to messaging
- Recommended approach and methodology within the confines of Remedy and outlook in order to maintain a consistent brand feel to all output communications throughout the issue life cycle
- New processes supporting a Total Case Ownership approach to maintaining Customer Communication throughout the life cycle seeking to inform on progress
- Recommendation of approach and methodology particularly to the resolution Communication given the challenges of potentially limited English capability of some resolvers/resolver teams
- Support the development of QA processes as they relate to output Communications to ensure a consistent quality
The ideal candidate must be commercially minded, demonstrate hands on approach and be able to work within a fast moving and very reactive environment - understanding the challenges of a Service Desk Team and be Customer and quality focussed primarily but will also have the ability the build efficient processes as they relate to protecting the Customer experience. You will have extensive experience of building engaging Customer communication processes and detailed communication output as they relate to issue resolution. Experience of using a diverse range of Communication channels including email, voice and TXT in order to build engaging Customer communications strategies would be very advantageous.
We need someone who is a quick thinker, self-motivated and low maintenance able to work through problems and break down walls - working as part of the team is vital.