Project and Support Systems Analyst

Il y a 7 mois

Antwerpen, Belgique SD Worx Temps plein

SD Worx is a leading European provider of Payroll & HR services with a global reach. We have offices in Europe and an office in Mauritius. Our goal? We bring people solutions to life. So that companies of all sizes can transform Human Resources into a source of value for the company and the people in it. Our people solutions cover the entire employee journey, from getting paid to attracting, rewarding and developing talent.
- Are you ready to join us?_

**CUSTOMER COACH - **you will have the skills and ability to demonstrate that you can:

- Build expertise with focus on the customer - have the curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions.
- From Service transaction to Customer journey, can assess the client’s situation, fundamental wishes and needs, also in unstructured context, and to add more value than the customer expected throughout the full customer journey and over omni channels.
- Have the ability to collaborate effectively without boundaries (across teams, countries, languages, tools) colleagues, customers and network with his/her expertise, confidence and style.

**YOUR ROLE**:
The Service management department is responsible for all tooling which our SD Employees use to ‘service’ our customers. This can be a service tooling going up to a telephony solution.

**KEY ACCOUNTABILITIES**:
**I. Knowledge Mngt & User Adoption**

Ensure the understanding, efficient use and collaborative input by users through:

- **Designing training Programs**: Conducting training sessions and workshops to educate employees about knowledge management processes. Ensure that everyone understands the purpose and benefits of knowledge sharing. Tailor the learning material to meet the audience’s need.
- **Additionally **focus on improving efficiency within the way of working of the existing teams, analyse the needs/gaps and build your training on this experience.
- **Capturing New Knowledge**: Continuously updating the knowledge base with fresh insights, best practices, and lessons learned. Monitor emerging trends and incorporate relevant information into the system.
- **Monitoring Progress**: Track progress, evaluate outcomes, and provide feedback.
- **Designing and maintaining** a knowledge base for the organization. This involves structuring information, organizing content, and ensuring easy access to relevant knowledge.
- **Making Information Searchable**: Implementing mechanisms to make knowledge easily discoverable.
- **Collaborating Across Departments**: Facilitating collaboration among different teams and departments. Encourage cross-functional knowledge sharing and collaborative workflows.
- **Building Knowledge Channels**: Establishing channels for knowledge dissemination. Whether it’s through documentation, wikis, or internal communication tools, you’ll create pathways for sharing insights and expertise.
- **Encouraging Information Sharing**: Fostering a culture of knowledge-sharing among employees. This involves promoting open communication, encouraging contributions, and recognizing valuable insights.

**II. “Run” Support**
- Fit-gap analysis of existing teams if they are a good fit to be onboarded on the service tool.
- Take the project lead of the onboarding and support during this phase.
- Plan & organise necessary meetings with the business and development teams.

**III. Releases**
- For the releases:

- Write the releasenotes after every sprint.
- Target audience: Business

**OUR EXPECTATIONS**:
**Thinking and Acting Outside In**
- The ability to absorb knowledge that is immediately applicable in the job. Proactively keeps own expertise up-to-date & consults the right information sources and takes actions to develop their own knowledge when steered in this direction and supported.
- Has an open & critical mind to changing their way of working in times of continuous transformation. Is able to resolve weaknesses / complaints in the service and submit proposals for improvements.
-

**Agility**
- In depth knowledge and continued learning of products and services, tools, best practices, optimal personal organization and professional attitudes.
- In depth knowledge of customer portfolio, productive customer contact points, seeking to deliver service with very high customer satisfaction.

**Connecting**
- Ability to develop productive relations with customers (all touch points), colleagues and managers. Be recognized and be accessible as an expert by your direct colleagues, help colleagues.
- Ability to build and use a network to find a win-win solution for customer requests or colleague requests.
- Ability to coach customers and/or colleagues across own networks.

**KNOWLEDGE, (TECHNICAL) SKILLS, QUALIFICATIONS & EXPERIENCE**
- Ability to create (management)reports pro-actively and on demand
- Knowledge of Service Management tooling.
- Functional and technical knowledge of business/IT processes to ensure busi

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