| Duties & Responsibilites : | Client has established a Customer Relationship Management Program aimed at improving customer service. The program is almost two years old and has multiple component projects, primarily focused on business process improvement. The program is in need of a program coordinator to assist in ensuring that the goals and objectives of the program are met on schedule.
Tasks:
(1) Program Coordination
- Meeting coordination and logistics: Schedule meetings, ensure logistical requirements are met, prepare meeting outcome documentation (e.g., meeting notes, action items) and ensure that resulting tasks are tracked to completion; establish meeting workspaces as required and ensure that all required documentation appears in the workspace
- SharePoint list and document maintenance and site administration: Assist with the administration of the CRM Program SharePoint site including processing access requests; site, list and library organization and maintenance; work with customer representatives to establish and maintain one or more SharePoint sites for collaboration (e.g., AITR or CIO Council SharePoint site)
- Records management: maintain records associated with the CRM Program
2) Project/Program Management
- Project schedule updates: Assist in developing and maintaining schedules for the CRM Program, Tactical Plans and other projects affiliated with the CRM Program
- Tactical plan updates and synchronization with project plans; ensure that project and task leads update SharePoint on a timely basis and that project schedules reflect changes logged in SharePoint
- Process development: Assist in executing tactical plan tasks focused on process development; assist in or coordinate the development of CRM Processes including the development of process flows (e.g., swim lane diagrams) and process narratives; support one or more process improvement project teams and an analyst role
- Assist in tracking progress against established goals, objectives and performance measures
(3) Other duties as may be assigned
Knowledge, Skills and Abilities:
- Excellent verbal and written communication skills
- Excellent organizational and time management skills
- Must work well in a collaborative, fast-paced environment
- Expertise in MS Office Professional product suite, MS Project, MS Visio, MS SharePoint 2010 including site administration
- Knowledge of Commonwealth records management requirements and practices preferred
- Experience as a project or program coordinator
- Experience in business analysis including development of process flows narratives
Skill Required / Desired Amount of Experience Expertise Rating
Project Coordinator with business process improvement experience within a Customer Relationship Management program Required 5 Years
Experience juggling multiple interdependent projects in a program Required 5 Years
Experience with business analysis including development of process flow narratives (we are not seeking a BA) Required 5 Years
Expertise in MS Office Professional product suite MS Project, MS Visio, MS Sharepoint including site administration Required 8 Years
Experience with SharePoint document maintenance and site administration Required 5 Years
Must work well in an environment with ambiguity and changing priorities Required 8 Years
Excellent organizational and time management skills Required 8 Years
Must work well in a collaborative, fast-paced environment Required 8 Years
Excellent verbal and written communication skills Required 8 Years
Knowledge of Commonwealth records management requirements and practices Highly desired 8 Years |
