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.