Responsibilities:

Under the direction of a supervisor, perform research and requirements gathering; process analysis; investigation of existing functionality; gap analysis; participation in design of new functionality; ensure functionality/products satisfy the client requirements.
Participate in project walkthroughs: business requirements gathering, design walkthrough, functional test plans and implementation sessions.
Prepare details use case descriptions for the development team to implants the solutions key functionality
Perform product testing to ensure product quality is maintained.
Contribute to the implementation of new products and communicate effectively between internal and external stakeholders to ensure product satisfaction is maintained.
Provide user training
Build and maintain strong, long-lasting client relationships
Ensure the timely and successful delivery of our solutions according to customer needs and objectives
Prepare SLA or other reports required on client account status
Provide first line support to SLA clients
Collaborate with development team to create Statements of Work, where required
Assist with challenging client requests or issue escalations as needed
Find ways to increase quality of customer service

Skills and Attributes:
As a high performing professional, you will be a well organised self-starter who can manage your own workload.
You will be expected to be a good team player who can execute tasks as part of an overall programme of work.

Excellent communicator
Attention to detail
Able to facilitate client meetings
Able to create high quality work products
Able to conduct detailed analysis using relevant tools
Excellent problem-solving skills
Able to deal in a fast pace and high-pressure environment
Understands the underlying data requirements to operate digital processes
Experience of developing business cases
UX and UI experience desirable but not essential

Background experience:

Worked in a performance improvement environment for a minimum of 5 years
Written product reference documents or use case descriptions for technical teams
Track record of designing process improvements with technology solutions required
Can be versatile and can thrive in innovative situations

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