Job Summary
You will manage tenant engagement and onboarding processes to ensure seamless integration and satisfaction within our ecosystem. By designing process improvements and tracking performance metrics, you will drive enhanced productivity, quality, and customer experience. You will also lead workshops and change management activities to support adoption and continuous improvement.
Responsibilities
- Manage and respond to tenant enquiries by clarifying requirements and providing accurate product and service information to ensure effective communication and support
- Conduct onboarding briefings for tenants to ensure clear understanding of processes, systems, and services, facilitating smooth integration
- Track onboarding progress, resolve issues promptly, and ensure successful tenant integration into the ecosystem
- Monitor tenant journeys by assessing experiences and identifying areas for continuous improvement
- Plan, execute, and analyse user satisfaction surveys to gather actionable insights that inform service enhancements
- Collect, review, and address tenant feedback promptly, escalating issues as necessary and implementing improvements to enhance tenant satisfaction
- Design and implement reengineered processes that improve productivity, quality, and customer experience within tenant management operations
- Define and track performance metrics to measure the impact of process changes and inform strategic decisions
- Facilitate workshops, training sessions, and change management activities to support adoption of new processes and systems
Preferred competencies and qualifications
- Experience with ServiceNow platform to support process automation and tenant management workflows
- Bachelor's degree in information technology or related discipline
- Minimum 2 years of experience as a Business Analyst, preferably in IT or cloud-related projects
- Proficiency in business process modelling and analysis techniques
- Excellent communication and presentation skills
- Security clearance will be required for the eligible applicants
