Responsibilities
- Digital Tool Implementation: Lead the end-to-end set up of the Base tool across business units and client engagements.
- Configure the platform based on documented requirements, workflows, and business use cases.
- Ensure alignment of configurations with defined standards, governance frameworks, and best practices.
- Conduct system validation and testing prior to deployment.
- Requirements Gathering Documentation: Maintain accurate documentation for all implementations, changes, and enhancements.
- User Onboarding Training: Provide hands-on support during initial adoption phases to ensure smooth transition. Address user queries and promote effective tool utilization.
- Support, Troubleshooting Issue Resolution: Provide ongoing operational support and act as the first point of contact for tool-related issues. Diagnose root causes and resolve technical and functional issues within defined SLAs. Log, track, and manage incidents and service requests through ticketing systems.
- Stakeholder Collaboration Communication: Engage with business stakeholders,
project teams, and technical teams to ensure alignment. Provide regular updates on implementation progress, system performance, and issue resolution. Support governance forums and participate in review meetings.
- Continuous Improvement Optimization: Identify opportunities to enhance system performance, usability, and functionality. Recommend and implement process improvements and automation opportunities. Gather user feedback to drive platform enhancements and feature adoption.
- Compliance Service Delivery: Ensure adherence to organizational policies, data governance standards, and compliance requirements. Meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Maintain high standards of quality and accuracy in all deliverables.
Competencies
- Robust analytical and problem-solving skills.
- Effective communication and stakeholder management.
- Attention to detail and process