Product Management within the Civica Education division, responsible for Civica Education Operations, Civica College Management and Civica Financials.

Ensuring that Aptean Respond, the market leading complaints management solution remains secure, stable and available for our entire user base. Designing, shaping, and refining the product strategy and roadmap, from ideation through to delivery.Driving forward the SaaS roadmap to enable organisations to maximise their value from the Respond SaaS solution. As well as ensuring that corporately the SaaS product line delivers increased efficiencies and economies of scale by innovating in the SaaS space.Cost control and management of product platforms and offerings, ensuring that product pricing and subscription models ensure a profitable and sustainable business.Working closely with Development teams, sharing the product vision to help gain buy in for the roadmap, provide business context to Developers, and provide detailed use cases to ensure that the output matches the requirements.

Driving forward the SaaS roadmap to enable organisations to maximise their value from business critical Aptean Cloud solutions. As well as ensuring that corporately the SaaS product line delivers increased efficiencies and economies of scale by innovating in the SaaS space.Cost control and management of product platforms and offerings, ensuring that product pricing and subscription models ensure a profitable and sustainable business.Working closely with Development teams, sharing the product vision to help gain buy in for the roadmap, provide business context to Developers, and provide detailed use cases to ensure that the output matches the requirements.

• Working with customers and prospective customers, in a consultancy role, to identify business practices and key requirements around feedback management, in order to assist in the scoping, design and delivery of a feedback management solution• Engaging stakeholders from end-users up to C-level, to ensure that all key stakeholders are engaged within the feedback management world• Providing tailored demonstrations of the feedback management solution to help ensure that the solution meets all requirements, and more• Assisting in the tender process, helping to answer any questions around solution functionality, security, deployment, and other technical queries as they arise

• Working with customers, in a consultancy role, to identify business practices around feedback management in order to assist in the design, build and delivery of a bespoke feedback management solution• Dealing with stakeholders at all levels, from upper management through to end-users, to ensure key stakeholder buy-in• Providing best practice complaints handling experience to ensure a maximised return on investment• Delivering solution design documentation during projects to assist in a seamless project delivery• Training customers on the features and functions of the Respond application• Training internal stakeholders on the Respond application, as well as best practice delivery of a case management solution.

• Providing application support primarily for a bespoke developed Enterprise Feedback Management application to a varied customer base• Providing 1st, 2nd and 3rd line support to a wide client base worldwide, using the bespoke application on varied hardware and software platforms, including Windows Server 2003, 2008 (R2), and Server 2012. SQL Server 2005, 2008 (R2), and 2012. Windows XP, Vista, 7, and 8. IIS 6, 7 and 7.5.• Logging incidents received predominantly via telephone, email, via a customer portal, and also raised internally by other teams in the business.• Taking ownership of incidents logged by varied types of users, including from an end user, through to IT directors of users of the bespoke EFM application, through to resolution, or escalating product defects or enhancements to the application development team.• Diagnosing issues at a SQL server, IIS, Windows server, and/or Windows client OS level.• Offer complete and timely technical explanations to customers throughout the incident resolution process, ensuring that customers’ technical staff fully understand the issue, its resolutions and means for prevention• Working as part of a team, consisting of a number of Technical Support Engineers, to provide a high level of customer service along with technical expertise, making sure that all incidents are logged, managed and resolved in a timely manner and to the customer’s satisfaction.

• Providing application support primarily for a bespoke developed Enterprise Feedback Management application to a varied customer base• Providing 1st, 2nd and 3rd line support to a wide client base worldwide, using the bespoke application on varied hardware and software platforms, including Windows Server 2003, 2008 (R2), and Server 2012. SQL Server 2005, 2008 (R2), and 2012. Windows XP, Vista, 7, and 8. IIS 6, 7 and 7.5.• Logging incidents received predominantly via telephone, email, via a customer portal, and also raised internally by other teams in the business.• Taking ownership of incidents logged by varied types of users, including from an end user, through to IT directors of users of the bespoke EFM application, through to resolution, or escalating product defects or enhancements to the application development team.• Diagnosing issues at a SQL server, IIS, Windows server, and/or Windows client OS level.• Offer complete and timely technical explanations to customers throughout the incident resolution process, ensuring that customers’ technical staff fully understand the issue, its resolutions and means for prevention• Working as part of a team, consisting of a number of Technical Support Engineers, to provide a high level of customer service along with technical expertise, making sure that all incidents are logged, managed and resolved in a timely and to the customer’s satisfaction.

• Providing 1st and 2nd line support to client users working on desktop computers, laptops and tablets, running Microsoft Windows XP, Windows Vista and Windows 7, with both hardware and software issues.• Providing 1st and 2nd line support for Microsoft Office applications, bespoke case logging software and other third party applications.• Diagnosing hardware and software issues for telephony equipment, MFDs and printers.• Using in house call logging software to log, update and manage on-going calls logs for client users• Working as part of, and liaising with, a team of 25 analysts to provide a high quality of 1st and 2nd line support to a large user base across England and Wales.• Providing the aforementioned support to users within an agreed telephone SLA and a fix time SLA.

• Testing, Diagnosing, repairing and imaging base units and laptops.• Work to, and try to exceed a set daily target for testing, diagnosing, imaging, and, if need be, repairing units that are returned to us.• Performing the above from a PXE server for some units and using an offline test for others• Managing stock levels of parts for base units, such as hard drives, power supplies, motherboards, memory, CPUs, by using an MXP system to handle transfers in and out of the aforementioned stock.• Using Microsoft's Office suite on a daily basis to record repairs, order parts externally and manage and dead on arrival base units.• Maintaining a Dead On Arrival Excel spreadsheet for the team, by working with field engineers to ensure that all DOA units are retested and have an outcome added as to whether they actually were dead on arrival or not.