Identifies, investigates, monitors and resolves customer issues in accordance with standards and processes
Responsibilities:
Delivering technical roadmaps on business processes and applications to support business objectives, standards and processes Analysing business requirements, current technical gaps needed to support business strategies and expectations Playing a key role in conducting risk assessments, root cause analysis, corrective actions, quality assurance processes and routine issue resolution Communicating about client feedback to technology teams in order to improve deliverables and meet business requirements
Skill Descriptors
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions
Level Extensive Experience:
Facilitates creation of the right products and services to resolve customer business issues Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement Advises others on creating customer focused environments in various scenarios Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives Communicates and models the criticality of customer focus as an organizational strategy
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours
Level Extensive Experience:
Reviews others writing or presentations and provides feedback and coaching Adapts documents and presentations for the intended audience Demonstrates both empathy and assertiveness when communicating a need or defending a position Communicates well downward, upward, and outward Employs appropriate methods of persuasion when soliciting agreement Maintains focus on the topic at hand
Systems Thinking: Knowledge of the critical interdependencies among individual system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results
Level Working Knowledge:
Monitors systems after interventions to confirm success and to diagnose new or remaining problems Analyzes the dynamics of a system to determine key characteristics, properties, and functions Attributes systemic problems correctly to interpersonal dynamics when appropriate Escalates systemic problems that impede group performance Surfaces problems within systems and searches for root causes
Business Intelligence: Knowledge of business intelligence; ability to utilize business processes and technologies for gathering, storing, analyzing, and providing access to data that helps the organization make better business decisions
Level Extensive Experience:
Organizes and maintains data to be captured in the data warehouse for BI applications Evaluates alternative BI products in terms of their potential value to organization Develops targeted marketing campaigns based on BI analysis Develops processes for transforming aggregate data into useful business information Analyzes BI gained from multiple and diverse environments Evaluates key benefits, drawbacks and rationale for existing BI activities
Application Design, Architecture: Knowledge of basic activities and deliverables of application design; ability to utilize application design methodologies, tools and techniques to convert business requirements and logical models into a technical application design
Level Basic Understanding:
Describes basic activities and deliverables associated with application design Discusses technical architecture relevant to own environment Identifies technical application architecture standards and considerations Names the specific tasks, activities and deliverables of technical application design
Data Warehousing: Knowledge of how to collect data from different information sources and distribute them to users; ability to simplify information systems and make sound business decisions
Level Working Knowledge: Utilizes data warehousing tools and techniques Assists with data planning, sourcing, collection and transformation Ensures the stability and effectiveness of an organizations data repository by following organizational guidelines Assesses various information systems which provide data to an integrated repository Addresses user needs from an organizations data warehouse
Systems Software Infrastructure: Knowledge of computer architecture and system software interaction; ability to design and build a fundamental architecture of operating systems, database management systems, communications protocols, compilers and other development tools
Level Working Knowledge:
Reports software connectivity and integration issues Demonstrates planned software changes on the local environment Administers software migration and contingency plans related to own function Analyzes the local software architecture components and products Tests key features for the entire software infrastructure environment
Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation
Level Extensive Experience:
Emphasizes the business impact of failure and the criticality and timing of needed resolution so that problems can be avoided in the future Creates trouble reports for all issues found and reviews solutions for completeness and correctness Directs the resolution of communications problems in multi-vendor environments Resolves a variety of hardware, software, and communications malfunctions Coaches others on advanced diagnostic techniques and tools for unusual or performance-related problems Facilitates the distribution of releases reports and correction packages to departments or clients
