Acturis Support Lead

Acturis Support Leader

Location: Remote - With occasional travel

Package: £Negotiable

We're looking to strengthen our Acturis Support team with a hands on leader to support the ongoing needs of the business and development of 3 Support Officers.

In this role you'll play a key part in making sure our Acturis deployment continues to run efficiently by proactive management of day-to-day Acturis support tickets and ensuring all queries / improvements / resolutions are handled within agreed service levels.

You'll be comfortable with everything Acturis and be looking to step into a role where you can provide 2nd line support rather than 1st line to ensure operational efficiencies.

As part of this role you'll play a key part in the delivery of wider Retail Operations priorities and be able to have a 'whole picture' view of how the Acturis support team enables growth and drives improvements across the estate.

On a day to day basis you'll:

• Assist the Operational Delivery Manager to deliver support and assistance to the business
• Lead the Business Support Officers (3), including coaching and development providing a supportive and inclusive work environment to allow colleagues to fulfil their potential and deliver the best possible service.
• Liaise with third parties including Acturis to ensure issues are resolved promptly and accurately
• Provide on-site support for new groups of users of Acturis (where required)
• Identify opportunities for improvement or change in configuration or functionality, working with the Operations Delivery Manager
• Resolution of business queries and issues
• Adherence to and reporting on required SLA's
• Adhere to Acturis Change Board controls and requirements

About you:

You'll have strong working knowledge of Acturis (both Configuration and Servicing) and be able to explain complex cases in plain English Have a skill set that includes strong Communication (written, verbal, video), Stakeholder Management & Engagement, Time Management, Reporting and IT skills (encompassing all MS Products) coupled with a desire to progress your knowledge.

You'll be comfortable being remote or as required on occasion onsite to support the development / training of our teammates as they either move onto our central deployment or as we roll out enhancements.

Prior experience of utilizing ServiceNow would be advantageous but not essential as full training can be provided.

For more information please apply online or contact Dan Hurley.