Enterprise Systems - Customer Care Consultant

Join to apply for the role at CACI | Healthcare Insights Group. Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI International Inc., a publicly listed company on the NYSE with annual revenue in excess of US $6.2bn and employing approx. 22,000 people worldwide. CACI Ltd is an international data and technology consultancy with £154m turnover and 1100 employees. We are passionate, progressive and unafraid of challenge; our mission is to use technology and data-driven insight to make a commercial difference.

We provide expert advice and hands-on system management to help our national and global clients get the most from technology and data. We use innovation wisely to deliver well thought-out digital solutions and software. CACI's Information & Management Solutions division provides a range of software, consultancy and managed services to clients. With experience and understanding of systems integration, analytics and secure cloud and managed services, we help clients improve operational processes, gain greater insight into their business and reduce costs.

Your primary role as a Customer Care Consultant will be to work as part of the Business As Usual (BAU) Team to provide 1st and 2nd line support for Cygnum customers within CACI’s Enterprise System’s Business Unit. CACI’s Enterprise Systems Business Unit supplies Cygnum, a sophisticated digital solution for resource scheduling, case work, financial and competency management into the Social Care, Inspection & Regulatory, Transport and Construction markets.

You will take ownership and responsibility for the delivery of services to our customer base within the agreed customer SLA’s. This will involve gaining a thorough understanding of the Cygnum product, the technical solutions our customers are using to support their business processes and a good knowledge of the markets they operate within. In addition, some of your time will be available to work on wider project work within the Business Unit.

• Provide 1st and 2nd line support to manage the resolution of issues raised by our customers in accordance with call prioritisation and customer Service Level Agreements (SLA’s).
• Responsible for the thorough and effective triage of support issues raised by our customers including planning, allocating and coordination of the correct internal resources to resolve the issue whilst adhering to the agreed escalation process.
• Provide implementation, configuration and rigorous testing support for both customer and internal Cygnum software issues, through the use of agreed tools, systems and processes.
• Planning and attendance to regular customer review meetings via Microsoft Teams to review open customer tickets, assist with resolution of the issues raised and continuously improve our communications and engagement with our customers.
• Regular analysis of customer issues to identify and highlight common trends and underlying problems to feed back to the Production and Management Team as Root Cause Analysis intelligence.
• Support our Business Development Team and Account Managers in identifying and highlighting changes requested by our customers and therefore possible sales opportunities.
• Training, guidance, coaching and mentoring for Enterprise Systems colleagues.

• Three to four years of Service Desk experience in a software environment.
• A strong understanding of ITIL processes (Incident, Problem, Change Management).
• Ability to learn new software applications rapidly.
• Experience of using Jira/QMtry or other equivalent test management software.
• Strong communication skills both written and oral with the ability to communicate effectively with both external and internal stakeholders.
• Ability to work effectively both independently and as part of a team.
• Excellent problem-solving and decision-making skills.
• Excellent attention to detail.
• General understanding of enterprise software and infrastructure technologies.
• Proficiency in Microsoft Windows, Microsoft Office (including Outlook), Microsoft Teams, Microsoft Visio and Microsoft Excel.

• Certification in ITIL.
• Bachelor's degree in computer science, business, or a related field.
• Experience of using Cygnum.
• Experience of training and mentoring colleagues.

• Reliable
• Flexible
• Adaptable
• Pro-active
• Team Player

Due to the industries we work in, we require all our team to be able to obtain security clearance. To qualify for this, you must be a British passport holder and have lived permanently in the UK for the last 5 years.

We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Successful candidates must have the right to work in the UK.