Context
I worked as an SDM within the Comarch France Retail ERP Business Unit.
Comarch is a company of more than 3000 employees divided in multiple business units. The one I was a part of provided a complex ERP solution for the retail industry. It handled everything from stocks to cash registers. The solution was mainly developed in Poland and Germany with a branch in France that handled pre-sales, sales, configuration and support for our French customers (including some recognisable brand names).
My task specifically was to oversee the support provided to customers and ensure we maximised customer satisfaction in an international environment where I did not control the whole chain of support.
Procedure Overhaul
- After demonstrated my skills handling complex tools, I was given administrative rights on our Jira instance, allowing me to implement a complete overhaul of support and change management processes including a total rework of the workflows on Jira
- Creation of crisis management procedures
- Complete overhaul of the fields and automations available per ticket type on Jira to facilitate support operations by ensuring clients and internal teams both provided the required information at different steps of the process
- Active participant of the move to more agile workflows on the build side
Knowledge Management
- Creation of a centralised knowledge resource hub including:
- Organisational resources in different cities
- Procedures & workflows
- Comprehensible and standardised information on our clients
- Analysis of client contracts to summarise contents and construct easy-to-read SLA tables and integrate them into Jira
Organisational Asset
- Vector for change in the company, allowing us to embrace new technologies and possibilities provided by modern tools & AI
- Staunch supporter of listening to feedback, I put retrospectives in place to get a better understanding of the support teams and their day to day issues and bring innovative solutions to lessen chore-like work