Vacancy Description
Brief Summary:-
The role would suit an experienced trainer and document writer, who has worked in a Quality Assurance environment.
Working within a small team of people, you will be jointly responsible for the support and development of the Capita IT Services Service Delivery toolkit for Incident, Problem and Change Management.
Supporting a user base of approximately 800 colleagues you will play a key role in the training, testing, implementation and support of the product suite (compromising of Amdocs Clarify CRM, Actuate Enterprise Reporting Solutions and a Knowledge Base.)
The role is office based in Derby however some UK travel for training and demonstration purposes will be required.
Responsibilities/Objectives:
Training / Trainer:
•Develop, deliver and maintain a package of Training Material for the ‘Amdocs Clarify’ product suite which we use to deliver Service Desk (Incident, Problem & Change Management) solutions for Capita IT Services
•Training material will include Quick Start Guides, PowerPoint Presentations, Detailed User Documentation, Lab Exercises etc
•Provide On Site and On Line (WebEx) Training Courses to support the product suite as required
•Develop new WebEx solutions, including pre-recorded training sessions
Quality Assurance – both in terms of documentation and usage standards:
•Strive to gain and maintain a strong working knowledge of the Clarify product suite
•Be pro-active in your approach to familiarisation with new releases / functionality in order that product releases happen in a timely manner
•Ensure all training material is produced to the Capita standard
•Manage the relationship with a group of designated ‘Super Users’ throughout IT Services, who represent their business area
•Take responsibility for the organisation of Clarify User Groups, to include scheduling, hosting, delivery and reporting
•Organise, host and deliver regular ‘Hints & Tips’ days to promote the use of Best Practice
•Promote and Support the IT Service Call Management Process
•Support the development lifecycle by playing a key role in the testing of new functionality to ensure that it meets the business requirement
•Support the Business Analyst in working with the user base to ensure User Acceptance Testing is successful and consistent across the board
•Provide 2nd line support (working with the Business Analyst) to the Clarify user base, which will include:
oProviding advice and guidance to customer satisfaction
oIdentifying defects reported by first tier (Super User level)
oEscalating defects to third tier for resolution (patch fixes / enhancements)
oIdentifying new business requirements and escalating to business analyst

Desired Experience/Skills
Technical Requirements Specification:
•Experience of Quality Assurance techniques
•Proven working knowledge of incident, problem and Change Management, sound understanding of ITIL.
•Working knowledge of the Amdocs Clarify product suite
•Understanding of Project Management methodologies
•ITIL Service Management Training
•Graduate level qualification