Manages resources and workload effectively (including performance reviews, personal
development plans, and absence management)
Owns and accepts personal responsibility for customer problems, champions customer
issues to resolution ,Builds and enhance client strong relationships
Technical Capability. Works within a team as an established systems/product specialist
(e.g. detailed knowledge of the configuration of interlinked systems, implementing
technical changes, building software regimes and contributing technically to service
development) to support end users.
Process. Follows established processes, releasing to the change control process verified,
validated and documented enhancements to eliminate problems and proactively develop
Service Level. Recognizes opportunities to improve performance against Service Level.
Acts as a point of escalation for agents to resolve service delivery issues. Monitors
performance through statistical reporting and analysis.
Project Work. Works within the team or under guidance from the project manager with
implementation of technical designs to meet service delivery requirements within own
area of responsibility.
Problem Solving. Takes ownership in obtaining the information, evidence and data
required to diagnose and resolve more complex problems (both new and known),
Escalates or gains support where appropriate. Proactively analyzes, trends and reports on
information (e.g. on performance service levels) in a timely manner to resolve problems,
maintain and enhance service.
Team Working. Trains and coaches members of the team to provide knowledge,
assistance and advice. Works in a problem solving team to resolve service issues. May
have team leader responsibilities and duties.
Business Awareness knows how issues impact the delivery of service. Recognizes and
reports opportunities to team manager and other relevant parties for additional business
Perks & Benefits
- Employee equity
- Commission and bonus
- Allowance (travel stipends, transportation, etc.)