Case Management Specialist

Case Management Platform Specialist Business analysis, implementation and support (Zoho Desk)

Location:

Milton Keynes, hybrid (three days in the office, two remote)|Permanent About the role My client runs its customer and partner communication on Zoho Desk, a case management platform. It is connected to our back-office systems through a library of custom interfaces, and it supports teams across the business. We are looking for a person who will own this platform end to end.

You will work with a department to understand how it operates today, design how the platform should support it, build the configuration and work with our developers on any code needed, test it with the users, train them, and support them afterwards. There are two business analysts to work alongside, but they are business-focused rather than technical. You are the lead for the platform and the link between the business analysts and our developers.

This is a full-time role in its own right. Many areas of the business have not yet moved onto the platform, and the main reason has been a shortage of technical capacity. Your job is to remove that constraint. The platform may also be extended to other parts of the wider group. You do not need to have used Zoho Desk.

We appreciate that Zoho Desk specialists are rare, and we do not expect one. We are looking for someone who has done this kind of work on a comparable platform and can apply it here (see "Experience we value" below). What you will do Understand the business
• Work with department heads and teams to understand their current process, where the work arrives from and where it goes next.
• Decide, with the business analysts, whether a process belongs in Zoho Desk or in a back-office system, keeping to the principle that Zoho handles customer communication while customer data stays in the system of record.
• Write clear requirements, process maps and acceptance criteria. Plan delivery in stages, starting simple and adding to it as the team becomes comfortable. Configure the platform
• Set up departments, agents, roles and profiles, layouts and custom fields, statuses, views, email templates, SLAs and knowledge base articles.
• Build workflow rules, assignment rules, macros and Blueprints, including the Deluge scripts that sit behind them.
• Manage the platform within its licence limits, including custom field capacity, and keep it tidy by retiring what is no longer used.
• Apply the standing controls: vulnerable-customer flags, data retention and subject access support. Work with developers on integrations
• Specify the interfaces that connect Zoho Desk to my clients other systems, and work with our developers, who build them (currently in PHP) using the Zoho REST API and webhooks. If you can write some of them yourself, that is a real advantage.
• Identify where automation can remove manual work, such as email processors that read standard supplier emails and update tickets, scheduled jobs, approval-by-email links and data synchronisation, and specify and test them with the developers.
• Diagnose problems with existing interfaces and agree fixes with the developers. Changes to a Blueprint can break automation silently, so you will manage those changes carefully.
• Write and maintain technical documentation, and keep credentials and secrets out of code and documents. Test, train and support
• Plan and run testing and user acceptance testing with the business.
• Train end users and team leaders, and write the guidance and knowledge base articles they need.
• Be the point of escalation for the platform: investigate root causes, fix issues and advise on how to use it well.
• Report on how the platform is used and recommend improvements, including new channels…