Justin Toon Email and Phone Number

CX Architecture

CRM Value Realisation Program

Implement a strategy for learning that is data-centric and learner-centric. Technology stack implemented and integrated: CypherLearning MATRIX LMS, DominKnow, Credly, HubSpot, Chargebee, H5P, Kaltura, Kotobee, Veracity Learning Record Store, auth0

Provide the Home Instead Australia/NZ group with technology leadership in the implementation of new IT initiatives while managing the overall provision of support, continual improvement and maintenance of existing business software systems.Develop and manage information systems within the organisation to facilitate the effective transfer, sharing and storing of data and information. Promotion of customer data into insights and subsequent actions using data visualisation tools. Database administration and migration, ETL - PostgreSQL, mySQL.Develop and test technical solutions as they arise including business process automation - SugarCRM, Microsoft Power Automate.Implementation and development of ITSM platform - Sugar Serve.In conjunction with the other members of the Information Systems team, be an escalation contact for users and troubleshoot user issues as they arise through implementation of changes and data projects. Support subject matter experts and users through change initiatives. Participation in change advisory board - manage and prioritise requests for change.Management of vendor partnerships.Microsoft365 and CRM administration.

Implement operational systems (including SugarCRM, SABA - Learning Management System, AlayaCare - Workforce Management, DELL Boomi integration platform) through technical support and training to Home Instead offices across Australia and ongoing development of the systems collaboratively with software vendors.Support franchise owners and their staff by planning the schedule of all pre- and post- implementation activities and assuring adherence to that schedule throughout the implementation process.Effectively maintain an implementation checklist for each officeDocument procedures and exceptions in the conversion process.Plan, document, coordinate and deliver training programs for each office. Including the development and publication of instructional guides and videos.Database administration and data migration.Sharepoint/Teams/Yammer administration.Monitor progress with daily and weekly status calls.Provide remote assistance and training across the Home Instead network Australia-wide tosolve advanced computer problems. Update the appropriate National Office support personnel throughout the implementation processReplicate and submit issues as well as submit enhancement requests from user feedback.Excel report writing.Scripting - VBA, SQL.