Operations Support Specialist
4 weeks ago
Job Title: Operations Support Specialist
The Operations Support Specialist plays a crucial role in ensuring the smooth operation of our software and client accounts. This position is responsible for managing operational tasks, ensuring timely communication, and maintaining high team spirit.
Key Responsibilities:
- Manage assigned account update tasks to ensure successful outcomes for internal and external customers.
- Resolve queries related to assigned account update tasks and escalate to senior management as required.
- Action account update tasks according to agreed team processes and procedures within specified timescales.
Operational Organisation, Planning, and Monitoring:
- Update timing plans according to SLAs and in conjunction with resourcing managers and other key stakeholders.
- Ensure all account update schedules are updated in the Operations Schedule and JIRA.
- Monitor and track the progress of assigned operational tasks against planned time, ensuring timely communication in relevant Slack channels.
Risks and Issue Management:
- Analyse risks and issues, communicate avoidance, and take mitigating actions.
Change Control and Ad Hoc Requests:
- Highlight and help resolve any deviations from the agreed scope of planned maintenance tasks.
- Highlight any ad hoc requests to prevent deviation from contractual scope.
Process Improvement and Value-Added Services:
- Take ownership of knowledge enhancement related to Profitero products and services.
- Highlight potential opportunities for improvement and participate in improvement initiatives.
Qualifications:
- Experience in a technical support role or a related field.
- Experience of owning and delivering an initiative in an operations environment.
- Sound understanding of eCommerce, eBusiness tools, architecture, document management, and database management.
Skills and Abilities:
- Microsoft Project, Excel, and Word at intermediate level.
- Excellent organisational skills, decision-making, problem-solving, and negotiation skills.
- Ability to prioritise workload.
- Multicultural awareness.
- Excellent communication skills (including a good standard of written and spoken English).
Aptitudes:
- Self-motivated and goal-oriented.
- Excellent interpersonal skills.
- Ability to work in a matrix structure and inspire high team spirit.
Behavioural:
- Dynamic and initiative-taking personality.
- Good adaptability and flexibility.
- Ability to work well within a team environment.
Performance:
- Adherence to agreed team procedures and delivery of maintenance tasks on time, to the agreed specification, timings, and budget.
Contacts:
- Project office team, Sales team, Account Management team, Insights team, Product team, Data Acquisition team, Data Enrichment team, QA team.
In addition, the following will be an advantage:
- High level of education in a mathematical or technical field.
- Experience of supporting SaaS solutions for customers.
- Experience working with global clients and international colleagues.
- Second European Language.
The above lists are not exhaustive, and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.
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