At a Glance
- Tasks: Architect and implement tech solutions to enhance service management processes.
- Company: Join a forward-thinking company focused on innovation and efficiency.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to shape technology use in the organisation.
- Why this job: Make a real impact by improving processes and helping teams work smarter.
- Qualifications: Experience with Zendesk and strong communication skills are essential.
The predicted salary is between 50000 - 65000 £ per year.
We are looking for an individual to serve in a unique role that encompasses elements of both solution architecture and hands-on implementation of those solutions with a particular focus on service management processes and system integrations. This role will be responsible for setting process and configuration standards and implementing best practices within the Clearwater corporate application environment – including but not limited to Zendesk, Jira Service Management, and Salesforce Service Cloud.
The person in this role will use their analysis and problem-solving skills alongside their foundational understanding of technology and the business processes to architect technology solutions to ultimately make other teams and/or individuals more efficient and effective in their daily tasks while at the same time meeting any and all necessary regulatory requirements.
You will be a success in this role if you have a solid understanding of customer service concepts, are detail oriented, can effectively communicate with all users, are able to think through complex processes and workflows quickly, adapt readily to changing requirements and situations, and show initiative in seeking to improve our organization’s processes and usage of technology in any area that you encounter.
Responsibilities
- Analyze and recommend improvements in or additions to business processes and workflows for any group in the CWAN organization.
- Identify and recommend enhancements and/or expansions of the current Corporate Applications to improve staff productivity.
- Assist in the administration of the systems managed by CAS.
- Create and maintain conceptual and configuration documentation for in-house use.
- Other duties as assigned.
Required Skills
- Self-starter who is detail oriented with the ability to track multiple projects and deadlines concurrently.
- Ability to plan and maintain schedules.
- Expert knowledge of Zendesk in the following modules: Support, Guide, Chat/Messenger, and Explore.
Desired (but not necessary)
- Experience working in a Financial Technology company is a plus.
- Experience working in an organization dealing with sensitive/confidential customer information.
- Minimum of 3 years administration of a Zendesk environment with more than 20 agents.
- Prior experience in a customer service department or supporting a customer service department.
- Extremely strong written and verbal communication skills, across all platforms (Zoom, Email, Slack).
- A proactive attitude and a demonstrated ability to use initiative to resolve issues.
- Familiarity with Jira Service Management and Confluence.
- Familiarity with BI reporting concepts – cubes, dimensions, metrics.
CAS Service Architect employer: Clearwater Analytics
Clearwater Analytics is an exceptional employer, offering a dynamic work environment in the heart of Edinburgh where innovation meets collaboration. With a strong focus on employee growth, we provide ample opportunities for professional development and skill enhancement, particularly in cutting-edge automation technologies. Our inclusive culture fosters teamwork and creativity, making it a rewarding place for those looking to make a meaningful impact in the field of data engineering.
StudySmarter Expert Advice🤫
We think this is how you could land CAS Service Architect
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your skills, especially in Zendesk and service management, can make a real impact.
✨Tip Number 3
Don’t just wait for job postings! Apply directly through our website and express your interest in roles that match your skills. It shows initiative and can set you apart from the crowd.
✨Tip Number 4
Follow up after interviews with a thank-you note. It’s a simple way to reinforce your interest in the role and remind them of your great conversation!
We think you need these skills to ace CAS Service Architect
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience with Zendesk, Jira, and Salesforce, and show how you've improved processes in previous roles. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the CAS Service Architect role. Share specific examples of how you've tackled complex workflows and improved service management processes in the past.
Show Off Your Communication Skills:Since this role requires strong communication skills, make sure your application reflects that. Keep your language clear and concise, and don’t hesitate to showcase any experience you have in customer service or working with diverse teams.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Clearwater Analytics
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Zendesk, Jira Service Management, and Salesforce Service Cloud. Be ready to discuss how you've used these tools in the past and how they can be leveraged to improve service management processes.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've analysed and improved business processes in previous roles. Think about specific challenges you faced and how you tackled them, as this will demonstrate your analytical skills and initiative.
✨Communicate Clearly and Confidently
Since strong communication is key for this role, practice articulating your thoughts clearly. Use examples from your experience to illustrate your points, and don’t hesitate to ask clarifying questions if needed during the interview.
✨Be Ready to Adapt
The job requires someone who can adapt to changing requirements. Prepare to discuss times when you've had to pivot quickly in a project or task, and how you managed those changes effectively.
