IT Systems Developer
Placing People Bedford Ltd - Bedford
To integrate, develop and maintain the Lagan CRM system to enable an enhanced customer experience which helps to achieve the benefits realisation from Central Bedfordshire Council’s Customer First Programme.
Plan, build and co-ordinate all aspects of technical configuration based on customer insight information and complex service area business rules to build the LAGAN CRM system, meeting the objectives of the Customer First Programme
To undertake responsibility for areas of Quality and Assurance in relation to CRM and the Customer Portal solutions. Liaising with 3rd party vendors to ensure the business requirements are met from a systems and operational perspective.
Challenge 3rd party vendors in relation to issues and fixes.
To undertake all aspects of the test strategy including production of test scripts, data identification, test execution. Chair quality gates through Build and Test.
Raise, manage, escalate and track defects through to resolution.
Champion Lagan CRM as a business solution across the organisation to develop understanding and gain “buy in” as a corporate solution
To create and amend CRM scripts in line with requests for change, Service Requests or new business processes received.
To create and alter CRM script flows, controlling the pathways through CRM and changing what happens when particular options or scripts are selected.
To create and amend queues, configuring the routing of tasks to and from Customer Service Centre, and Service areas both internal and externally provided.
To create and update non script-flow functionality, for example configuring new case types, amending basic e-forms or adding, deleting or changing the tasks associated with each type of case.
To maintain and update CRM configuration documentation.
To provide advice and guidance to the wider team around potential CRM configuration changes.
To support the delivery of an effective customer and client focussed service through the ongoing configuration and maintenance of the LAGAN Customer Relationship Management (CRM) system.
Kana Certified Lagan CRM configurator including Script flow, Business Configuration Studio, e-forms, work queues, Agent Desktop.
Kana certified in Business Intelligence Reporting Fundamentals and Analyser
Educated to at least GCSE level (or equivalent) in English and Mathematics
Experience of configuring a CRM system within a customer service or contact centre environment
Experience of working in a Managed Services environment
Experience of managing and running UAT.
Experience of providing Management Information and data analysis
Vendor/resource management within a large complex organisation
Ability to communicate to senior stakeholders.
Ability to analyse trends in defects.
Ability to interpret business requirements and build system workflows to support processes
Define clear and efficient CRM build and test plans
Ability to work with no direct supervision
Develop governance processes
Ability to train and coach non-technical colleagues.
Ability to articulate test and defect issues to the wider programme team.
Understanding of contact centre systems and processes.
Ability to quickly and proactively develop a thorough understanding of business processes and operations and their configuration within CRM.
Flexible, able to adapt quickly.
Keen interest and understanding of electronic service delivery innovations
Proactive, with ability to contribute new ideas.
Confident and persuasive - uses appropriate and effective communication, diplomacy and negotiation skills.
Thorough and reliable.
Good team worker.
Self-motivated, flexible and pragmatic.
Salary: £200.00 /day
TO APPLY FOR THIS JOB VACANCY. PLEASE CALL DIRECT TO Mr. RAVI THAKUR ON (+44) 7477117028