Continual Services Improvement Analyst at Kerridge Commercial Systems South Africa

Our support department provides an outstanding service to our customers assisting them on a variety of support requirements after implementation of our Products. These areas include; answering queries, problem solving as well as customer training to name a few. We need a Continuous Improvement Assistant to help the CSIM with our continual improvement process. Working with baseline data you will assist in discovering areas for improvement, make recommendations, trial and test solutions and be an ambassador within the business. The company is growing and growing fast, new opportunities are available and change is required to continue on our journey of success. It’s an extremely exciting time to be joining our business!

Key Responsibilities: 

• Proactively analyse work undertaken by Support and help identify ways in which repetitive calls can be reduced or eliminated
• Assist in maintaining self-help capabilities through knowledge Management and Product improvement to stop the volume of calls being logged 
• Consistently look for areas and processes that can be improved from a quality and efficiency perspective
• Use Monitoring Tools, reports and Dashboards in place to proactively gather data on customer incidents
• Assist with Implementing and managing Service Improvement Initiatives and reporting on benefits realisation
• Identify opportunities through analysis of Support calls for additional training and consultancy for customers
• Help review Support tools available to customers and assist in implementing ways to improve these ie the Customer Portal
• Assist with the Defensive Programming project to help ensure that items are continually being added and progressing through to the customers
• Help accelerate the addition of customer facing knowledge article to improve self-service
• Assist with maintaining the collection of CI ideas and help prioritise Improvement opportunities
• Facilitate and support in workshops to identify further opportunities and help document business requirements
• Help in collecting and producing materials for inclusion in customer bulletins 

Key Requirements:

• Analytical skills and experience analysing incident data
• Exposure to operating in a software based company ideally from within a service delivery role
• ITIL, Service Management qualifications and experience
• Continuous Improvement Assistant - Job Description
• Strong customer focus
• Strong communication skills
• Experience Building Knowledge management Articles
• Previous ERP Software experience
• A desire to change for improvement