Job Summary:
We are looking for an individual to serve in a unique role that encompasses elements of both solution architecture and hands-on implementation of those solutions with a particular focus on service management processes and system integrations. This role will be responsible for setting process and configuration standards and implementing best practices within the Clearwater corporate application environment – including but not limited to Zendesk, Jira Service Management, and Salesforce Service Cloud. The person in this role will use their analysis and problem-solving skills alongside their foundational understanding of technology and the business processes to architect technology solutions to ultimately make other teams and/or individuals more efficient and effective in their daily tasks while at the same time meeting any and all necessary regulatory requirements.
You will be a success in this role if you have a solid understanding of customer service concepts, are detail oriented, can effectively communicate with all users, are able to think through complex processes and workflows quickly, adapt readily to changing requirements and situations, and show initiative in seeking to improve our organization’s processes and usage of technology in any area that you encounter.
Responsibilities:
1. Analyze and recommend improvements in or additions to business processes and workflows for any group in the CWAN organization
2. Identify and recommend enhancements and/or expansions of the current Corporate Applications to improve staff productivity
3. Assist in the administration of the systems managed by CAS
4. Create and maintain conceptual and configuration documentation for in-house use
5. Other duties as assigned
Required Skills:
6. Self-starter who is detail oriented with the ability to track multiple projects and deadlines concurrently
7. Ability to plan and maintain schedules
8. Expert knowledge of Zendesk in the following modules: Support, Guide, Chat/Messenger, and Explore
Desired (but not necessary):
9. Experience working in a Financial Technology company is a plus
10. Experience working in an organization dealing with sensitive/confidential customer information
11. Minimum of 3 years administration of a Zendesk environment with more than 20 agents
12. Prior experience in a customer service department or supporting a customer service department
13. Extremely strong written and verbal communication skills, across all platforms (Zoom, Email, Slack)
14. A proactive attitude and a demonstrated ability to use initiative to resolve issues
15. Familiarity with Jira Service Management and Confluence
16. Familiarity with BI reporting concepts – cubes, dimensions, metrics