Service Improvement Specialist / Project Manager

A new role within the Systems and Business Improvement Team to work together to deliver and support new ICT system solutions along with continuous improvement projects and business transformation of existing ICT systems. With the IT team, you will champion new technologies to improve business performance to make the business more efficient, whether that is back-office technology or mobile and digital solutions. You will be detail orientated with business analyst skills and experience, to dissect processes and have a good working knowledge of IT systems and their functionality, to enable untapped opportunities for making the organisation more efficient for our colleagues and ultimately improve the customer experience, whether that be digitally, over the phone or face to face. As a Service Improvement Specialist/Project Manager, a typical day might include:

• Project managing and leading on workstreams for process improvement for IT systems projects, including chairing Project boards.
• Shadowing and engaging with operational teams across the business to understand how they are working to document the 'as is' and re-design of 'to be' processes to standardise data recording and make improvements.
• Understanding corporate IT systems and their functionality to make continuous improvements to processes for our people and enhance the customer experience.
• Using live case studies and analysis to promote / change ways of working.
• Working closely with the Database administrator/Trainer to support process training, alongside system training for operational teams. Using different channels and technology to engage with learners.
• Developing relationships with operational teams to capture their requirements, acting as the conduit and translator between the business and systems technical teams.
• Working with the Business Systems and Service Improvement Manager to embed business change across the organisation, securing agreed business decisions which promote benefits to the organisation.
• Organising and running workshops and using business analysis tools to identify areas of 'waste and overprocessing', ('especially double keying'), provide new ICT solutions and present new processes and ways of working to operational teams.
• Assist in providing vision and solutions but understanding how key processes cross over multiple business teams and how changes can impact on another teams.
• Working alongside the data and reporting team, so that data recording standards are correctly defined in processes that in turn drive the Knowledge, Information Management strategies and our wider insight to improve decision making. To become an accurate 'Data Driven' organisation.
• Assisting with IT testing strategies and developing test plans and scripts to apply to functional processes within service areas in controlled test environments.
• Work flexibly in the interests of the service - this may include undertaking other duties appropriate to the responsibilities of the post.
  
  Demonstratable experience and knowledge of working with IT systems as the principle driver for change, being able to define and enable the full potential of core IT systems.
• Proven experience in documenting and challenging processes including production of process maps and user guides for end users.
• Experience of using Microsoft Visio and the Microsoft office suite.
• The ability to utilise best practices from peers and provide feedback on existing processes.
• Ability to work with and challenge business users in the design, user requirements of processes / specifications to ensure they are fit for purpose and align with strategic priorities. Proficient in stakeholder management activities.
• Proficient in knowledge of operational activities and awareness of business strategies and vision.
• Energy and enthusiasm to support people on new systems, processes and ways of working to help our people engage with business change and improvement.
• The confidence to work with any part of the business, ask questions and apply logical reasoning to redesign.
• Experience of working with IT suppliers, Business Systems and Infrastructure teams and end users to deliver appropriate systems across the organisation.
What will make you stand out from the crowd:
• Experience of working in the social housing sector.
• Experience of working within a Programme or Project team and delivery of new IT/business system implementations.
• Experience / knowledge of the benefits obtained from system integrations to improve business performance.
• Formal qualifications in Business Analysis and/or Lean Six Sigma.
• Vision, drive and enthusiasm.
• Ability to work in a fast paced environment and work on multiple projects at one time.
• Well organised, with the ability to manage multiple projects and across different business areas and timescales
• Always thinking about 'quality' and having attention to detail.
• An influencer and team player.
• Solutions driven and the personality to 'sell' and engage with colleagues to bring them along the change journey.
• Technical IT support experience
• Ability to manage a demanding workload and prioritise tasks
  
  Generous holiday entitlement - 25 days annual leave every year increasing by one to a max of 30, plus bank holidays
• Pension contributions up to 10%
• The opportunity to undertake professional training, funded by us.
• One days paid leave a year for volunteering work (in addition to your Annual leave entitlement)
• Staff benefits with Paycare - A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more
• Benefits with Acis Perkz - a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out and much more!
• Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers
• Long service awards for our loyal employees
• Cycle to work scheme
• Employee Assistance Programme to give you confidential advice and support, when you need it
• Professional membership subscription to support your continuous professional development
• Death in service benefit