1 day old

IS Customer Support Analyst - Process Improvement

National Grid
Waltham, MA
  • Job Code
Description: Description About the Position: Asa Customer Support Analyst focused on Processimprovement in our Global IS Service Delivery business unit, you will beresponsible for documenting, driving and implementing process improvementsolutions for the Service Desk. This includes the Service Desk / IncidentManagement, NPS/CSAT Management and Knowledge Management. Additionalresponsibilities include working closely with suppliers and key stakeholders onimproving the customer’s experience. OurCustomer Support services staffing is a mixture of outsourced and in-house, youwill have to delivery results in an environment where you don’t have directcontrol over all operational levers. Responsible for establishing and maintainingprocess improvements, automation, self-service functionality, learningopportunities, eliminating waste, ticket avoidance / reduction / eliminationand root cause analysis.
Responsibilities include (but not limited to): Customer oriented andFocused on the Customer’s experience Improving andcontrolling the customer’s experience Manage to be in fullcontrol of the customer’s experience Look at the top 10issues that the service desk is getting form our users and categorize them forpotential: Automation, Self-service & learning, identifying reparativeissues, to go after the root cause Start to identify andtarget improvements areas to go after: Root cause, Automation, Self-service,eliminating waste, Ticket avoidance, Ticket reduction, Low NPS categories andgo after them, look at what causes the negative experience and work eliminatingthat risk Ensure the focus ison driving the behaviour to address, resolve and close tickets as fast aspossible with quality service. Experience andknowledge with ServiceNow Ensure that ServiceDesk services are continuously improving to meet the requirements of theNational Grid business. Meet with suppliersand meet customer representatives regularly to monitor progress against issuesand to ensure that an agreed level of service is maintained. Ensure IS deliverycomplies with all relevant laws, regulations and best practice

Knowledge & Experience Required:
Bachelor’s Degree or equivalent. 5 years of experience at a similar level Desirable: ITIL (Information Technology Infrastructure Library) and ServiceNow Certification Strong track record of introducing best practices / ITIL methodologies. Broad process and technical knowledge encompassing Process improvements, Automation, Self-Service, Ticket avoidance / reduction / elimination and Root cause analysis. Experience with a Service Desk in an outsourced model Experience in being in full control of the customer’s experience Experience in delivering services via global sourcing partners. Experience with ServiceNow to simplify, optimize, and automate Service Management. Experience within improving End User productivity. Experience and knowledge with ServiceNow

National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.

Job : IS Service Delivery Primary Location : MA-Waltham Organisation : Information Services Schedule : Full-time Job Posting : Oct 19, 2017, 2:34:55 PM Unposting Date : Ongoing


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IS Customer Support Analyst - Process Improvement

National Grid
Waltham, MA

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IS Customer Support Analyst - Process Improvement

National Grid
Waltham, MA

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