Mark Hogben Email & Phone Number

Andover, Gb

United Kingdom

Andover, England, United Kingdom

Manging a small team to support the business in their goal to have better data quality.The team helps the business with mass data uploads and bespoke data activities, the BAU data work to driven through the K2 Application where the team designs and builds workflows which allow the business to provide greater governance and quality over the data being produced in the system (SAP).As a team we have also been assisting and transitioning from supporting local teams, to a global support team as different regions are brought into the SAP and K2 space. Helping the team become more customer focused, helping to build and provide guidance on using ITSM tools (ServiceNow) to manage issues and queries and making sure all the teams processes are in place.Tasks for the team can range from designing and building complete workflows, including SQL DB work to helping users use the systems, fixing issues that arise through use and making sure that the user experience of the software and the team is a good one.Alongside the ‘day job’ I also make sure that I mentor and help provide growth opportunities for the team and to help them achieve their next career steps

Reading, England, United Kingdom

Leading a small team of 2nd Line Support Analysts I have been tasked with improving customer interactions and processes within the UK market. Until now there had been no UK leadership role within support and they were managed from Australia. I am working on updating processes between UK and APAC teams and to make sure that Support within the UK receives the attention it needs to be able to change and become more customer focused.I assist the team with handling support queries and also I am a point of escalation for customers and internal teams alike. Within the UK, we predominantly support Objective’s DMS, Secure Document Sharing, Planning and Redaction software. This is mainly for the Government and Local Authority customers.I am also part of the UK Customer Success Team which is a new global directive to improve our customer service and customer retention. Ideas and items we are looking to introduce include product centric support style webinars so that that customer can keep up to date with our support process and make sure they get the best experience from support. We are also looking at updating the online customer portal to restructure the information available and also include functionality that would make a difference to the customer.I am being included in most customer interactions at account level so that I can assist with support queries and also provide information on our roadmap and plans.We hold monthly customer meetings in support with our larger customers to review ongoing support issues and keep the line of communication open between us and the customers to make sure they are aware that we take their input seriously and are here to help them as much as possible.

Reigate, Surrey, United Kingdom

Head of Applications at Osborne is a hands on role which also leads me to manage a team of analysts, engineers and administration staff to make sure that the group wide set of IT systems runs as effectively as possible whilst also managing change, problems, incidents and fixes.The newest and fastest growing part of my role is including data management and more importantly reporting on this data. Implementing PowerBI into the business and working with the business and the team and make sure we collect the right data and report in the most efficient and meaningful way to the business so that they can base relevant decisions based on these reports.Part of this role is liaising with other members of the team to make sure we are monitoring the services and providing updates to senior level around performance and any potential issues in the future.Engaging with the business at all levels to make sure that our customers have the best experience and that our users can deliver on this and build on the brand of the group.Whilst engaging with the business, this helps me in helping shape the digital strategy of the business for the future.Having good communication skills helps me manage our application vendors and third-party suppliers of other services.Helping build relationships with all parties but making sure clarity of purpose is key to the role alongside negotiations with suppliers on costs and services provided.Working closely with our in-house data controller and assisting them in building up a picture of all systems that are in use and data flows between them to make sure we are GDPR compliant.

Reigate

My current role with this small IT team is to support and manage a suite of applications that assist the business in completing their work as efficiently as possible whilst keeping a control on processes and tracking of data.I have a need to provide technical support for these applications but also manage projects for this applications when items such as upgrades or bespoke change requests are made.I liaise with all stake holders including departmental staff up to director level management and also 3rd party suppliers and 3rd party technical teams.The main applications I manage are Union Square Software, Oracle Primavera P6, Conquest and McClaren's CAFM system. I also provide a backup for our financial COINS system.

I provided a support service to our customers with regards to their Total Land Charges system. Our clients were local government agencies and our service was governed by tight SLA's to makes sure they could provide their service to customers.Working on an Oracle database the front end system was bespoke system.Day to day the role was providing fault finding and problem resolutions to the customers, but my role also entailed providing upgrade support where required.

Working within the Application LIfecyclye Deptartment I am responsible for the running and maintenance of the University applications.Currently I am working on an internal project to upgrade the Estates and Facilities department with a new application by Planon. The application is Java based and very configurable so can be made to fit a variety of solutions.

Currently contracting at Nationwide on a company wide project to implement a new change management process and tool. My role is to gather information and help build the tool and how it will interact with the users and then to provide support once it goes to pilot and then live. I have a secondary role of backfilling the current change management team to provide them with an extra resource during the pilot preiod

Btec National Diploma (A Level Equivilant), Electrical Engineering

Electrical Engineering

Education record

Education record

Education record

Education record