End User Support Specialist

My client is undertaking a project roll-out of Data Classification software for all internal users.

The End-User Support Specilist will support the end users of Data Classification system with issue resolution throughout the Project cycle and support the project team with accurate and clear reporting, appropriate prioritisation and escalation and proactive communications with the end users.

Supporting the Project Lead in the co-ordination and delivery of the following:

* Manage Incoming Operational and Support Requests from end users, drive to closure within SLA
* Manage Operational communications and updates to Champion and end users
* Resolve operational problems within the defined schedules and service level agreements
* Analyse root causes of operational issues and provide resolutions and detail accordingly
* Handle escalated issues and follow-up on outstanding issues promptly
* Manage and prioritise escalations to technical support
* Recommend process improvements to improve classification efficiency
* Contribute to meetings and report on issue status
* Provide Policy and Handling Guidelines advice and support
* Provide support, input and feedback into Change and Champion workshop

Requirements:

* Excellent Communication Skills (verbal and written)
* Possesses strong interpersonal skills
* Experience working with Change in a project environment and/or a desire to gain greater exposure to Change. Desirable to have experience of Prosci or other structured Change Management discipline
* Ability to troubleshoot and quickly prioritise issues and requests
* Strong documentation and assessment skills
* Interested in working in project environment
* Can work in a high-pressure situations as they

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