Customer Care Service Management, Analyst
2 tygodni temu
Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
Smith+Nephew is hiring Customer Care Service Management, Analyst.
Reporting to the Service Management Senior Manager, the role supports the Global Customer Care Team by delivering SalesForce and Service Management solutions. You will collaborate with a team to enhance customer care processes and ensure consistent service across global operations.
What you will be doing?
Business Analysis: Build customer stories for Contact Centre platforms, such as SalesForce and Amazon Connect, by gathering user requirements, managing stakeholders, and conducting thorough testing for deployment.
Knowledge Management: Create and maintain relevant Knowledge materials and manage the Knowledge Management process throughout Customer Care. Actively engage in the Knowledge Community.
Continuous Improvement / Problem Management: Research root causes of issues affecting customer experience or process inefficiencies in Customer Care, understand the root causes, and make recommendations to relevant teams for resolution.
Service Management Operations: Support the Case Management lifecycle process in Customer Care, ensuring consistent adherence to processes across the organization. Recommend improvements to the case management process and service functions.
Contact Centre Reporting: Support and maintain reports based on business needs, and provide ad-hoc data and reporting analysis for Customer Care.
SalesForce Super User Community: Coordinate tasks and projects among SuperUsers, ensuring communication across locations (US, UKINOR, EMEA, etc.), and develop initiatives to support the user community globally.
What will you need to be successful?
• Education: Degree-level education preferred.
• Certifications: ITIL certification preferred.
• Experience:
3+ years in a Service Management role, supporting global functions.
2+ years with a Case Management platform (e.g., SalesForce).
Experience in business process improvement, KCS Knowledge process, and ITIL Service Management.
Familiarity with Service Management tools and supporting key business units.
• Skills:
Strong understanding of Service Improvement lifecycle.
Excellent communication and stakeholder management skills.
Ability to translate business needs into clear system requirements.
Customer-focused with strong organizational abilities.
At Smith+Nephew we offer
Inclusion, Diversity and Equity : Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website
Your Future : annual bonus, life insurance, company stock saving plan
Work/Life Balance : paid volunteering hours, flexible approach
Your Wellbeing : private health care with dental care package, multisport card/my benefit platform
Flexibility : possibility of working in hybrid model
Training : Hands-On, Team-Customized, subsidies for language classes, certifications and postgraduate studies
Extra Perks : referral bonus, recognition program, mentoring program
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