David Comber Email & Phone Number

Ireland

Ireland

Ireland

Cork, Ireland

Manage the change management process from requirements gathering, technical assessment and documentationOwner of Product Backlog and accountable for Sprint Planning and Backlog grooming with various members of the Engineering and Architecture teamsManage internal and external customer relationships in project planning, change management and handoverCoordinate external suppliers through service level agreements and technical analysisCoordinate product launches, marketing and communication through our website, blog and annual book fairs in London, New York and Frankfurt

Cork

Management of Change Requests, Software Issues, QA and Analysis for the HR suite of applicationsCreating change control and technical specifications documents for new product features or enhancements to existing features using waterfall and agile approachesAnalyzing and updating client requirement documents into functional specificationsAssisting colleagues in the Delivery, QA and Support teams with on-going client queries and software configuration as a subject matter expertWork closely with the Development team on any new work taking place in the HR area and meet regularly designing, collaborating and developing the productAttend regular change control meetings to represent the personnel module with key stakeholders for changes relating to all aspects of the businessProvide training and implementation guidance to support teams for product features

Specialised in a number of different components of the Core Product Range, including e-Recruitment, Core|Budget and Core|HESA. Acted as a single point of contact for issues relating to these products for clients and the other members of the support teamWorked as part of a pilot team for the rollout of the JIRA software and provided feedback during super user sessions. The software is used within the organisation for call logging, managing change requests and internal document managementManaged clients support calls end-to-end from logging the initial call and prioritising appropriately, through to resolution with the client. Utilised strong verbal and written communication to effectively respond to the often complex client support issues Demonstrated strong issue resolution, troubleshooting and problem solving skills by applying analytical and lateral thinking to client support queries Mentored the new starters on the team by assisting with the diagnosis of issues and advising on how best to handle difficult client situationsInitiated improvements within the organisation by defining & documenting support related processes and knowledge base articles

Cork

Managed complaints and escalations from Regional Service Managers (RSM) around the world. Dealing directly with End Users, Support teams, Process Analyst teams and Support Team ManagersIdentified areas for process improvement and made suggestions on how to improve them. Responsible for ensuring the improvements were implemented in a timely manner and the client was regularly updatedReported on agent performance, providing feedback to RSM’s and dealing with complaintsUtilised strong analytical skills to identify and resolve data quality issuesTrained new staff and submitted internal payroll and KPI reports for agent performance within the organisation to Senior Management

Bachelor Of Engineering (Beng), Electrical, Electronics And Communications Engineering

Activities and Societies: 5-a-side soccer

Leaving Certificate