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Systems Support / Project Lead

Job Title: Systems Support / Project Lead
Contract Type: Permanent
Location: Tamworth, Staffordshire
Industry:
Salary: Up to £35000 per annum + great bens
Start Date: ASAP
REF: ASH17313WC_1539073392
Contact Name: Will Cusack
Contact Email: wcusack@ashdowngroup.com
Job Published: 2 months ago

Job Description

A growing online education business and membership body is seeking a Systems Support and Project Lead to ensure customer satisfaction and service quality levels by investigating system errors and technical issues, then co-ordinating with relevant suppliers and teams to effect resolution. You'll lead from initial logging to future-proofing against further issues - including liaising with technical suppliers to plan system updates, improvements and fixes. Naturally you'll be technically savvy with great communication skills.

Responsibilities:

* Assist in co-ordinating operations and engineering teams to identify errors and anomalies.
* Communicate with internal and customer-facing teams in support of status updates regarding open issues and implement actions in support of root cause analysis and problem remediation.
* Liaise with suppliers and external technical teams to diagnose issues and identify solutions.
* Facilitate and support key technical projects, working with external suppliers, including developers, designers and UX specialists and internal stakeholders.
* Work with current and new 3rd party suppliers and service providers and have a strong appreciation of current contract commitments and limitations.
* Conduct digital product testing to ensure functionality and usability of products meet organisational/customer needs and are delivered on time and within budget.
* Generate 'user friendly' content for self-help guides.
* Produce relevant reports including; system usage, support demand/levels, issues log and other metrics (database size, time to resolve, etc.).
* Support other new digital developments and products.

To be suitable for this role you'll ideally have/be:

* Technically savvy with experience of working with CRM, CMS and digital learning platforms, experience of working with Microsoft Dynamics is desirable.
* Digital product experience. UX experience preferable.
* Experience of conducting product testing and evaluation and suggesting improvements and enhancements.
* Windows/Office especially Excel, Word and PowerPoint.
* Have strong customer service skills, with the ability to self-manage.
* Experience of effectively managing relationships with third-party contractors and suppliers.
* Previous experience of running CRM queries, reports and dashboards would be advantageous.
* Degree (or equivalent) in computer science or related technical/technology-related experience is desirable.
* Hold a full UK/EU Drivers Licence as the role will involve some travel.

If you feel you would be a strong candidate for this role please send a copy of your CV with ASH17313WC in the subject line of the email.




The Ashdown Group Ltd acts as an employment agency in respect of permanent vacancies and as an employment business in respect of temporary vacancies.