IT Application Analyst (Contact Centre Systems) - Wigan
About UsArrowXL is the UK’s leading two-man home delivery specialist, delivering over 15,000 products to around 7,500 homes every day. Specialising in heavy, large and bulky items, we offer unrivalled coverage to 98% of the UK mainland population six days a week for all of your favourite brands including Very, Amazon, George.com, House of Fraser and Pets at Home to name just a few. Our purpose is to "delight our clients by making customers feel special" and nearly 10,000 people on Trustpilot agree with us by giving us a fabulous 5-star rating (which we get a little bit excited about). Our people are at the heart of delivering on our purpose and this is where you come in…..
About The Role
ArrowXL operate in a fast moving, rapidly evolving industry sector and our ambitious growth plans mean there is a constant dynamic and busy change pipeline. Our strategy to effectively use technology to gain a competitive edge makes this an exciting time to join the IT department.
As an IT Application Analyst you will be responsible for a portfolio of IT systems/applications and services (mixture of on-premise and SAAS) used for customer engagement and by our contact centre to deliver customer service excellence. As such, you will also be responsible for helping to define the technology roadmap and explore potential digital channels for this high profile and exciting area of the business. We currently utilise CRM, telephony, 2 way SMS and webchat technologies, and plan to enhance our social media interaction with customers. We are investigating opportunities to build a consistent omni channel communication platform utilising AI powered chatbot technology and automation, amongst other technologies.
You will work within the IT Service Delivery team and proactively engage with users to resolve technical issues and deliver further enhancements. You will also work closely with the IT Development team and the Business Change team to ensure a smooth transition for users when major change or new systems are delivered.
For your portfolio of business systems/applications and services, you will:·Provide technical user support, either directly or via the agreed external support service·Provide effective user self-service support information·Own any problem management·Liaise with users to establish areas for enhancements·Own any change through to implementation, including requirements capture, configuration, testing, training and deployment·Patch and release management·Develop system and configuration documentation for each application·Ensure information security controls are maintained·Liaise with relevant technology partners·Maintain licence information and renewals·Ensure effective system monitoring is in place·Ensure data management plans are established and maintained
This is an evolving role which will suit somebody who has demonstrable experience supporting and enhancing business systems/applications. Over the next few years there will be significant change to the IT systems and processes in use at Arrow XL. The successful candidate will need to be capable of working in a changing environment with the additional pressure to deliver.
The nature of the role is such that as well as having an aptitude for IT application management, you must be well organised, have an eye for detail, ability to communicate effectively and influence people, as well as the capacity to take a common sense approach to a situation. Having a process focus is equally important as technical capability.
Although the role sits within the IT Service Delivery structure, the nature of the IT department and the wider business is such that you must be a team player, willing to assist colleagues as and when required. You must also be equally comfortable working on your own. You will need to be self-motivated, a fast learner and able to work to tight deadlines, with the flexibility to adapt to changing business requirements.-High level of numerical skill-Thorough and methodical approach, with a good eye for detail-Good written and oral communication skills-Common sense approach-Self-motivated-Fast learner-Ability to work under time constraints in a team environment-Demonstrable experience in owning a portfolio of business systems/application and related services-Demonstrable experience in administering and configuring contact centre or CRM solutions and telephony solutions-Understanding of contact centre processes and working practise-Experience with SAAS solutions-Ability to define and implement security controls in both on premise and SaaS environments-Ability to provide user support-Ability to proactively reduce user impacting events by using effective problem management-Ability to capture requirements and deliver system change-Understanding of ITIL-Full UK driving license
Desirable-Educated to degree level or equivalent-Understanding of logistics and 24x7 operations-tPoint Viewpoint contact centre solutions
What we offer in return
In addition to your competitive salary you’ll receive many excellent additional benefits including:·25 days holiday plus Bank Holidays·On-site free parking·Discount for Very and many more high street discounts·Attractive pension ·Employee benefits portal including childcare vouchers, gym discount and much more!
ArrowXL is a business with big ideas and a passion and vision to delight our clients, customers and employees alike. Operating a national network of 4 hubs, 17 satellite bases and 230 highly trained delivery teams, we deliver a unique service proposition that covers warehousing, fulfilment, room of choice delivery and in-home services, including unpacking, assembly and installation.
Our core values are Pride, Ambition, Integrity and Respect and our people are at the heart of our ambitions.
We’re delighted to have won the Motor Transport Awards 2016 ‘Home Delivery Operator of the Year’ and ‘Best Use of Technology’ for our AskAxl web-app, which enables customers to track the progress of the delivery vehicle en-route to their home and dynamically reduces their timeslot to just 30 minutes.
We were also awarded The DAMCO Technology Initiative of the Year award with our partner Shop Direct at the Hermes Retail Week Supply Chain Awards 2016.
This job was originally posted as www.totaljobs.com/job/77770295