Specialist/ Sr Officer – Digital Products

Specialist/ Sr Officer – Digital Products

JPC 3500
The role of the specialist digital products will be to provide the support to both the internal and external clients of the Registration Authority, with a core focus on the client facing channels.

Job Responsibilities

• Manage the day to day administration of client facing solutions / channels.
• Review, update and maintain all system driven notifications as required.
• Maintain system calendars aligning with working week and in line with public holidays etc.
• Support the business in the creation of contextual help and manage the inputting into the production system.
• Lead on UAT for administrative areas of customer facing solutions.
• Provide UX input during development and improvement of external facing channels.
• Maintain a repository of all changes that have been implemented.
• Ongoing review of system functionality to identify areas for improvement.
• Lead the generation of reports using system generated data.
• Lead data analysis and derive insight from existing data sets to drive improvements.
• Provide second line support to the contact centre when technical enquiries cannot be closed at the front line.
• Develop training materials for the contact centre staff to support first call resolution.
• Develop tools, procedures, and training sessions for Operations and Client Support staff to assist with work.
• Maintain a user list across all platforms.
• Drive future improvements to the systems in order to enhance the customer experience.
• Keep up to date with new technical advancements.
• Identify and develop plans and scope for new technologies / functionalities that can support the Registration Authority in being a customer focused, digital by default organisation.

Job Qualifications
Education

• Degree in computer science, business, or similar field.
• Masters nice to have, but not essential.

• Experience in a similar position, providing both internal and customer facing support for key channels / digital products for 5+ years.
• Experience in working in the UAE with a similar organisation would be desirable.
• Relevant technical qualifications (ITIL / SCRUM) and experience in defining UX.
• Must have experience with Salesforce platform.

Required Competencies
Refer to the competency framework for detailed competencies required for role/grade in the PMS profile.

Job Results
Individual KPIs will be reviewed and agreed upon on an annual basis in line with functional KPIs and performance objectives.