The role sits in the client's BAU Services team, and is involved in both supporting the existing ERP system and the developing Oracle cloud system that will replace it. The team works at pace in a changing environment, with civil servants and external stakeholders, contractors and service providers.
Oracle CX Service Cloud is the chosen service application that will provide employees with a system to raise queries and transactions supported by an intelligent knowledge base.
The role holder will be based in Croydon, with infrequent travel required to Newport and Liverpool. SC clearance is required and will be applied for, the selected candidate.
Key responsibilities:
- Responsibility for structuring a new knowledge management process to ensure knowledge content is organised and maintained centrally. Also ensuring that guidance is put in place with regards to an approval cycle.
- Engage with key stakeholders in the client's community to understand priorities and enable good choices to be made by the business for the delivery of knowledge and guidance to support new ERP processes.
- Work with the CX teams, functional leads and the business change team to identify, enable and implement project delivery.
- Work closely with user researchers and content designers to align content to the relevant processes.
- Ability to communicate the approach taken to build knowledge content using best practice methods and illustrate alignment to various HR and Finance business processes.
- Acting as an advocate of the new ‘adopt not adapt’ approach to help drive the move to standardised processes, challenging existing ways or working to support process and policy simplification. Work with and influence stakeholders to move to the new standardised model.
- Work with the business change team and communications manager to identify business change needs and agree key messages for staff and the business.
- Ability to quickly analyse analytics easily identifying areas that need continuous improvement. Ability to translate the MI to various stakeholders across the business.
- Work with external suppliers and third-party suppliers to provide a consistent and joined up process.
Essential criteria
- Experience in delivering and maintaining knowledge content for shared services systems.
- Extensive business analyst skills being able to translate knowledge processes and requirements to key stakeholders.
- Ability to learn and pick up new technical skills quickly.
- Engagement skills, working with business areas to deliver change, challenging assumptions and behaviours as needed.
- Flexibility, taking on tasks and activities, and taking responsibility for delivery
- Strong presentation skills, including ability to communicate to different levels and groups in the organisation.
- Experience of any enterprise-grade CRM software.
Desirable:
- Understanding of Oracle CX Service Cloud.
- Existing SC clearance