The purpose of the role is to act as a Subject Matter Expert in Project Services, Staff Services and Tools Helpdesk Services that relate to Project & Portfolio Management (P&PM) tools such as CA PPM (Clarity) and Ninthwave Change Management Toolkit (CMT).
The role holder works closely with partner resources to ensure tools administration activities are completed to a high standard and in line with agreed SLA's.
The role holder is also responsible for creating and maintaining standard operating procedures, fix scripts and internal help documents and will work closely with partner resource to ensure that changes to services are tested and delivered as per customer requirements.
Accountabilities:
Service Subject Matter Experts in Project Services, Staff Services or Tools Helpdesk Services related Project & Portfolio Management (P&PM) tools.
Responsible for tools administration activities; ensuring they are completed to a high standard and in line with agreed SLA's.
Responsible for creating and maintaining the Customer Service Support Tools Helpdesk service maps and standard operating procedures.
Responsible for creating and maintaining the Customer Service Support Tools Helpdesk fix scripts.
Responsible for creating and maintaining the Customer Service Support Tools Helpdesk internal help documents.
Works closely with partner resource to ensure that changes to services are tested and delivered as per customer requirements.
Assists in the Impact assessment of any changes that affect the services offered in their area of expertise.
Has a basic understanding of the interfaces and connections between all Project and Portfolio Management (P&PM) tools and can explain them to customers.
Involved in the user acceptance testing of all P&PM tools to ensure smooth transition of all developments.
Delivers all services excellently and demonstrates company values and behaviours at all times.
Key Capabilities/ Knowledge:
An understanding of P&PM tools and the processes that surround them is useful.
Excellent customer service skills are required.
Analytical skills are required.
Additional information about the process
.