System Admin (Customer Service Tools)

System Admin (Customer Service Tools)

Location: UK, Hybrid - The team meets once per month in Corby, Northamptonshire. Locations include London (N1C 4AG), Manchester (M2 3AA), Corby (NN17 5JF).

Brand: RS Function: Digital & Technology Work Location: Hybrid

Company Overview

RS is a global provider of industrial products and solutions, delivering service excellence across design, procurement, inventory and maintenance.

Responsibilities

• On-going optimisation and development of existing and future service tools across EMEA
• Managing, exploring and assessing change demand
• Product administration, development and maintenance
• Continual development of technical knowledge and expertise across all customer contact tools
• Actioning JML (Joiners, Movers, Leavers) requests from Service Desk
• Respond to user requests for support in a timely manner
• Work across cultures/functions to enhance end user and customer experience
• Create, develop and maintain system documentation for our Service Tools
• Assist with migration from older systems/processes in line with customer engagement roadmap
• Collaborate with key EMEA stakeholders (e.g., Snr VP Go to Market Strategy, EMEA Heads of Service/Sales Effectiveness, CS LT, Operational teams, IS&T, Digital, and CX)
• Work in partnership with external vendors and tech partners, driving collaboration and accountability
• Support improvement initiatives and projects related to the Customer Service Function
• Manage multiple concurrent initiatives

Skills & Experience

• Experience with Customer Service Tools - Salesforce, iAdvize, Genesys, Diabolocom, Moxie (user or administrator)
• Proactive and collaborative - able to gather requirements, design solutions and manage demand requests aligned with strategic roadmap
• Familiarity with fast moving, dynamic business environments
• Experience working with European/Global teams and understanding cross cultural requirements
• Ability to translate technical information into simple terms and explain design options
• Strong communication skills within a regional matrix organisation
• Comfortable with change management
• Experience with Visio & Project applications
• Experience with Continuous Improvement practices, CI/LSS certification

Benefits & Development

We invest in your development and wellbeing and promote a diverse and inclusive culture. We support continuous learning and provide a collaborative work environment.