| Technology Change management Consultant 8+ yr Exp Remote Role at Remote, Remote, USA |
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http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=577224&uid= From: Rosalin, GLOBAL IT FAMILY LLC [email protected] Reply to: [email protected] Requisition ID: 61352 Estimated Duration: 09/04/2023 - 03/29/2024 Requisition Name: Technology Change and Customer Experience Lead 55 Trinity Avenue, Suite G700 Atlanta, Georgia 30303-0000 Remote Description The role of a change and customer experience lead is to: facilitate the technology change process, including ensuring team members follow the process end to end and changes are communicated properly. identify opportunities to increase customer satisfaction and loyalty through assessment of processes, identifying and measuring quality assurance metrics, and facilitating a continuous improvement lifecycle. Essential Duties and Responsibilities: Technology Change Management Facilitate weekly change and post implementation review meetings. Assess change management process and corresponding workflow within Service Now to identify opportunities. Govern process to ensure change requests are managed appropriately and following the standard operating procedures. Identify key performance indicators to measure technology changes, including adherence to the process Customer Experience Champion opportunities to consistently improve the AIM experience. Manage ticket SLAs by using reporting metrics. Map the customer journey and identify opportunities to proactively intervene on the clients behalf. Lead the Breach Ticket meetings. Provide quality assurance of calls and tickets. Review and analyze customer surveys. Train and supervise technicians on customer service results and improvements. Qualifications and Requirements: ITIL V4 certified Excellent communication, interpersonal, and customer service skills Ability to lead without authority Critical thinking, data analysis and problem solving skills A passion for customer satisfaction Time management skills Experience using Service Now or similar CRM Experience with technology change management processes Thanks & Regards, Rosalin Palo Global IT Family Email: [email protected] www.globalitfamily.com Keywords: information technology Idaho http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=577224&uid= |
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| 10:02 PM 28-Aug-23 |