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End user experience (EUX) Specialist

crown VIP Компания

Основная информация

Зарплата:
Договорная
Вид занятости:
Full-time
Образование:
Высшее
Oпыт:
Entry-Level (< 2 лет)

Описание вакансии

We are excited to let you know that we have a new EUX role.

Consider this next step in your career and in order to find out about the responsibilities and requirements, check out the description of the role below. Feel free to reach out to us should you have any further questions:

  • Produce and analyze Self Service Portal Analytics; understand how the self-service portal is being used by end users, factors that drive end users attention and identify possible improvements with the purpose of increasing portal adoption;   
  • Produce and analyze Self Service Portal Analytics; understand how the self-service portal is being used by end users, factors that drive end users attention and identify possible improvements with the purpose of increasing portal adoption;   
  • Host and lead End Users Focus Groups; identify key users and interact with them to understand what are their expectations towards IT;
  • Propose and produce Self Help Content: knowledge & video; determine which self-help data should feed into portal, involvement into authoring process for self-help content, both knowledge & video;
  • Drive Self Service Catalogue Automation efforts; good understanding of end user requests, identify improvements and possible automation areas (technical understanding required);
  • Critically assess the Self-Service Portal looking at usability, relevance, utility, presentation method of the content; understand how the portal is used and how it's content should change to match changing needs of end user community;
  • Continual marketing actions: promote usage of the portal to make it an effective channel of communication;
  • Analyze and understand CSAT trends;
  • Document, track, bring forward all improvement opportunities identified and present them for review and approval both internally as well as externally;
  • Project manage the successful implementation of the accepted opportunities;
  • Engage in the creation and continuous improvement of all processes, procedures and other relevant documents regarding the role;
  • Responsible for overall customer satisfaction with the Self-Service Portal.
 Job Requirements
  • Minimum 1 year of experience on a similar role; 
  • Windows applications and operating systems; Internet Explorer; Microsoft Office;  
  • Other expertise such as Lean Six Sigma certification are valuable; 
  • Strong understanding of ITIL and Service Desk environment; 
  • Soft skills: Strong communication skills;  Planning and organizing; Problem solving; Analysis; Creativity / Innovation; Customer sensitivity: Technical writing skills; Liaison skills; 
  • Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behavior with the company needs and priorities;
  • Results orientation: focuses on the delivery of targets, quality and deadlines; 
  • English proficiency is a must.

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity.

In case you will need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.

О компании

About Stefanini Moldova

Stefanini Group is a multinational company of Brazilian origin, and the subsidiary Stefanini Moldova specializes in the delivery of IT support services and software development, operating in the IT field for over 34 years, with a presence in over 40 countries. From the center in Chișinău, we offer support in various fields such as E-commerce, Health, Telecommunications and Automotive, for top clients from all over the world. “We are big enough to have an international environment, but we also enjoy the local specifics, having local management in Chișinău.”

Our opportunities are for professionals at all stages of seniority, for our Digital Workplace and Application Development centers.

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