CSS Organisation, Personnel Experience and Expertise

This was updated August 2023.

Introduction

With each project, we deploy key staff to ensure at all stages your development and implementation is fully managed. Our team prides itself on on-time delivery and meeting and exceeding your business goals. A milestone-based project plan will be produced after initial customer meeting and updated post business and product discovery to include detailed development and testing schedules. Our project team operate to the disciplines set out by our BSI ISO 9001:2015 certification.

CSS staff are trained and utilise project methodology built in house to ensure projects are governed and collaboratively managed to ensure first-class customer outcomes and on-time delivery.

Role

Description

On-Boarding

    • Director
    • Consultants

 

 Qualifications/Experience

  • Prince 2 trained
  • Over 20 years’ experience in Business Change and Development
  • Degrees Computer Science and Information Systems

Director

  • Work closely with the Business Development team to understand Customers requirements and drivers
  • Liaise with Business Development team to help with software system demonstrations
  • Management of on-boarding consultants including the monitoring of project setups and progress reviews
  • Review of new development specifications produced by onboarding consultants and relay if required specifications to the Development team
  • Communication with the Support team to monitor project progression through support feedback

Consultants

  • Work with new customers to develop implementation plans and other project documentation
  • Provide training and consultancy for customers
  • Assist with the project setup for new customers, including hardware sourcing and setup and training and various other services, such as data importation
  • Provide specifications for new development work to the On-Boarding Director for review

Key Areas of Project Impact

  • Change Management – build an AS-IS and TO-BE system model to facilitate transition to new system
  • Provide best practice advice from previous implementations
  • Provide early warning signs of project risks e.g. Data Migration and data integrity challenges
  • Training – client related training platform with local information and processes

Development

    • Director
    • Developers
    • Product manager
    • Quality assurance
    • Data analysts

 

 

 Qualifications/Experience

  • First Class Honours Computer Science Degrees
  • On average 15 years’ experience per individual in the design, programming and maintenance of software
  • Strengths in C# VB.Net, ASP.NET, MS SQL, T-SQL and associated web technologies HTML, JavaScript, CSS

Director

  • Managing the day to day inflow of development work, involving the management and delegation of work to the development team

Communication with;

    • the On-Boarding Team on development decisions
    • the Product Manager on software enhancements and innovations
    • the Business Development team on various pricing decisions such as helping to quote for new work
    • the Support team regarding any issues arising with existing software

Developers

  • Daily role being the design, programming and maintenance of various software systems

 

 

Support

    • Director
    • Support Manager
    • Support executives
    • Training executives

 

 Qualifications/Experience

  • Degrees including, Computer Science, Mathematics, Computer Games Design & Programming
  • ITIL Qualified

Director

  • Point of escalation for the Support Manager
  • Performs review of support tickets flagged by the Support Manager and will relay the appropriate issues to the Development Team
  • Analysis of Zendesk ticket statistics along with regular meetings with Support manager and staff to discuss the performance and progress of the Support team

Support Manager

  • Management of the support staff, involving call performance monitoring and analysis of helpdesk ticket statistics such as customer satisfaction rating and ticket reply times
  • Review of tickets that have been flagged by support staff as faults in hardware/software and the relay of appropriate tickets to the Support Director

Support Executives

  • Providing support to customer queries or issues via telephone or our customer service and ticketing software – Zendesk
  • Diagnosing faults from both hardware and software and relaying these issues to the Development team, via a Helpdesk Manager

 

Governance

    • Security and IT Infrastructure Manager
    • Data Protection Officer

 

 Qualifications/Experience

Certified EU GDPR Foundation and Practitioner

Security and IT Infrastructure Manager

  • Internal IT networking infrastructure and security
  • IT administration and audits
  • Liaising with the hosting provider
  • Managing tickets
  • Checks and security reboots, and structure health

Data Protection Officer

  • Responsible for compliance to Accreditations e.g. Cyber Essentials
  • Compliance to Data Protection regulations (GDPR) both internally and customer requests for data
Click here to view the full CSS Organisation Structure
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