Business Support Services Specialist

3 weeks ago

Kingston upon Thames, Greater London, United Kingdom Wolters Kluwer Full time
Job Title: Business Support Services Executive

The role of Business Support Services Executive is a critical position within our organization, responsible for providing data consultancy services that support our range of CCH software products. This involves data transformation, SQL scripting to meet our customers' bespoke requirements.

The ideal candidate will possess excellent communication skills, enthusiasm, and self-motivation, with the ability to analyze and translate customer requirements into tangible output. As a customer-facing consultant, the key objectives of the role are:

Key Responsibilities:
  1. Delivery of data migration and manipulation services.
  2. Data extraction from customer databases via scripts and software tools.
  3. System data analysis and provision of formal quotes for bespoke services.

The role will involve working with multiple teams and departments to provide exceptional service to our customers. Services are delivered remotely to a tight timeframe, requiring excellent customer management skills to ensure the best customer experience. The position may require occasional weekend and evening work to accommodate out-of-hours services to our customers, minimizing disruption and downtime.

Responsibilities:
  1. Deliver professional, efficient services, considerate of the impact of downtime on customers' businesses.
  2. Provide high-quality data solutions services supporting a range of CCH software products using Transact SQL.
  3. Take ownership of issues raised by customers, escalating to the appropriate person or team and regularly updating the customer regarding actions taken.
  4. Ensure up-to-date knowledge of CCH Software and industry-standard frameworks supporting our software now and in the future.
  5. Work closely with project management and others in professional services to aid successful service delivery.
  6. Collaborate with colleagues in professional services and wider stakeholders, sales, customer services, product development to ensure customers' expectations are fully met.
  7. Assist with testing of new versions/builds of data solutions.
  8. Assist with the production of supporting collateral.
  9. Update customer project documentation.
  10. Refine processes and documentation where necessary in line with new technologies and better ways of working.
  11. Continually assess ways of working to develop or revise artefacts and processes that improve efficiencies and effectiveness.
Requirements:
  1. Strong problem-solving skills.
  2. Understanding customer requirements – project scope.
  3. Identifying risks and mitigating these risks.
  4. Handling difficult situations confidently.
  5. Ability to simplify the complicated.
  6. Customer service-oriented.
  7. Capable of working on multiple customer projects at various stages simultaneously.
  8. Seeking customer feedback to enable setting and continued delivery of high standards.
  9. Ability to work individually and within a team in a remote environment.
  10. Excellent communication skills – written and verbal.
  11. Self-starter with a growth mindset.
  12. Willingness and aptitude for learning new systems and gaining further knowledge.
  13. Experience in ETL, data manipulation, migration, and cleansing.
  14. Experience in SQL server administration, including database backup and restores.
  15. Experience in Transact SQL, creating, reading, and enhancing stored procedures and scripts.
  16. Experience in troubleshooting SQL queries and error messages.
  17. Experience in Microsoft core products – Excel, Word.
  18. Knowledge of Power Query (desirable).
  19. Knowledge of Visual Studio and Github (beneficial).
  20. Knowledge of Power BI or similar reporting tools (desirable).
  21. Knowledge of one or more CCH software applications (desirable).

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