The Senior Process Specialist provides expertise through excellence in project management, process analysis and change management to facilitate operational excellence and system process improvement. The Senior Process Specialist is an integral member of the operations team focusing on Business Improvement and Member service. This role works closely with the software development team and the Franchise Member locations.
The Senior Process Specialist is an expert in continuous improvement and a champion of innovation, efficiency, customer-centered solutions, and data-driven decisions. The Senior Process Specialist leads the development and growth of the continuous improvement program.
This role is responsible for executing strategic and transformational projects aimed at achieving the goals and objectives of DKI Canada.
This role requires clear and timely communication with respective project stakeholders to assure that everyone involved receives timely and comprehensive status updates.
Responsibilities:
· Liaise with internal teams (e.g. developers and product managers) to identify issues/bugs and resolve them.
· Monitor and resolve Service Desk tickets where/when applicable
· Manage response times and quality of responses to support tickets submitted by userbase
· Manage and assist in organization and planning of feature request development (including facilitating Member committee calls, documenting takeaways and developing scoping documentation for development)
Education, Knowledge and Experience required:
Competencies required to succeed:
Job Type: Full-time
Salary: $55,000.00-$65,000.00 per year
Schedule:
Work Location: Remote
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