User Support and Process Improvement Lead
3 weeks ago
About SA Metal
We are a leading company in the metal industry, dedicated to providing high-quality products and exceptional customer service. Our team is passionate about delivering innovative solutions and exceeding customer expectations.
Job Description:
- User Support:
- Serve as a primary point of contact for end-users, addressing inquiries, issues, and requests related to system usage.
- Collaborate with cross-functional teams to identify and implement solutions that enhance user satisfaction.
- Provide timely and effective resolutions to user problems, escalating issues as needed.
- Training:
- Develop and deliver user training programs, ensuring users have a comprehensive understanding of system functionalities.
- Create training materials, documentation, and resources to support user learning.
- Conduct training sessions, workshops, and webinars for individuals and groups.
- System Troubleshooting:
- Analyse and diagnose system issues, working closely with IT teams to identify root causes and implement solutions.
- Document troubleshooting procedures and maintain a knowledge base for common issues and resolutions.
- Participate in system testing to ensure functionality meets user requirements.
- Documentation:
- Create and maintain comprehensive documentation for system functionalities, user guides, and standard operating procedures.
- Document business processes, requirements, and system architecture for reference and training purposes.
- Ensure documentation is up-to-date and aligns with system changes and updates.
- System Design:
- Contribute to the design and enhancement of systems to meet business and user requirements.
- Collaborate with development teams to translate business needs into technical specifications.
- Participate in system design reviews, offering insights and recommendations for improvement.
- Business Process Analysis:
- Collaborate with stakeholders to gather and analyse business requirements related to user support and system functionality.
- Identify opportunities for process improvements and efficiency gains.
- Translate business needs into technical specifications for system enhancements.
Benefits:
- Competitive salary range: $80,000 - $110,000 per annum
- Ongoing professional development and training opportunities
- A dynamic and supportive work environment
- Opportunities for career growth and advancement
How to Apply:
If you are a motivated and experienced Business Analyst looking for a new challenge, please submit your application, including your resume and cover letter, to us. We look forward to hearing from you
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