Unijobs on behalf of our public sector client have a requirement for a CRM Development Analyst / Trainer to join their team.
The duration of this post is 6 months initially with likely extensions thereafter.
Location is Flexible - Hybrid working will apply (must be available to attend client sites when required).
Working 35 hours per week, the successful candidate will be employed as an agency employee and will be paid an hourly rate of €30.47 per hour based on an annualised salary of €55,644.
You will accrue 30 days annual leave per year and paid Bank Holidays.
Purpose of Post: The Customer e Xperiece Development Analyst will work with the Customer e Xperience General Manager's team, SAP Co E Help Desk and across the SAP Co E team as required.
They will provide and deliver CRM learning to CRM analysts and users, devising content to support the CRM Helpdesk system.
Working with various stakeholders, they will develop and deliver relevant content including behavioural skills to achieve excellent customer service.
This includes, defining the skill sets needed to perform different roles and ensuring the learning environment supports the Help desk needs.
The post holder will be responsible for design, development and maintenance of associated material to provide dynamic and engaging content as part of the team responsibilities in the customer care journey.
Principal Duties & Responsibilities: Provide training as required to CRM Help Desk teams and processes to the user base, both face-to-face training or on-line (virtual) via MS Teams or similar products.
Develop and deliver training courses and module content using different media for support teams in the SAP Co E department.
(e Learning and classroom courses).
Develop and deliver training courses and module content using different media for end users.
Investigate e Learning opportunities to standardise and automate key learning aspects.
Work with subject matter experts to create, develop and update training content (documents, videos, demos, simulations, courses etc.) on a learning management system.
Design, develop and maintain an induction programme for new SAP Co E Customer e Xperience starters.
Work with the subject matter experts in acquiring knowledge transfer on new system developments.
Evaluate the effectiveness of training programs and make improvements as needed.
Work collaboratively with the SAP Co E various functions in identifying training needs and solutions.
Design a range of learning interventions covering CRM and behavioural skills, including role specific training.
Identify goals & desired outcomes & establish assessment standards & benchmarks to evaluate levels of success.
Utilise various training methodologies and technologies to ensure effective learning experiences.
Monitor learning impact and effectiveness as part of continuous service improvements.
Lead and participate in ongoing service improvements and delivery opportunities.
Provide and validate Help Desk analytics and reporting requirements, including attendance logs and other necessary records.
Utilise digital learning materials that facilitate learners in acquiring knowledge, skills and competencies in an effective and engaging manner.
Contribute to documenting and communicating changes to relevant stakeholders and customers through various mediums and channels.
Act as a change agent to drive continuous improvement throughout.
Be responsible for a values-based approach to education and development in line with HSE values.
Contribute and implement mechanisms to achieve and maintain quality standards.
Conduct thorough research to stay updated with emerging technologies, latest industry trends & best practices.
Promote an open knowledge-sharing environment that builds knowledge, skills and service for the benefit of the organisation as a whole.
Foster a positive team culture and positive and engaging learning environment.
Provide support for other tasks as deemed appropriate by the SAP Centre of Excellence management team.
Requirements: Candidates must have at the latest date of application: A third level qualification and / or training qualification.
A minimum of 3 or more years in a similar role.
Demonstrate strong organisational, communication, presentation, and people skills.
Sufficient experience working in Help Desk or Service Desk environments, with strong customer focus orientated service delivery.
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
Team player with a focus on continuous improvement.
Familiarity with interactive learning activities.
Excellent written and verbal communication skills demonstrating a command of the English language.
Other requirements specific to the post Need to have full Driving Licence with own transport to fulfil the requirements of the role as this post will involve travel.
Preferred experience working in financial services support background.
Flexibility in working hours to meet the needs of the service.
Unijobs is an equal opportunities employer *This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role* Skills: Trainers CRM Training training manuals e-learning modules SAP Benefits: Accrue 30 days AL per year