I.T Operations Support Analyst

7 days ago


London, Greater London, United Kingdom Financial Times group Full time

The Financial Times Group is committed to delivering high-quality information to its global audience. To achieve this mission, we require an Operations Support Analyst to join our team.

About the Role:

The Operations Support Analyst will be responsible for providing back-office support, contract fulfillment, and administrative tasks for all B2B customers worldwide.

  1. Ensure clients' access to specified systems, content, and tools is available in accordance with their contracts.
  2. Maintain strict operating standards, accurate data management, and client confidentiality.
  3. Provide operational and status reports to the Operations Support Team Leader and/or Manager as requested or needed.
  4. Conduct data and process investigations regarding fulfillment and client accounts concerns and complaints as advised by the Operations Support Team Leader.
  5. Deliver ad-hoc fulfillment and back-office project requests, ensuring expectations are well managed and work prioritized.
  6. Report to the Operations Support Team Leader and provide information regarding the day-to-day operations of the Operations Support team.
  7. Address internal clients and agency customers expertly, cordially, and civilly at all times, both via email and phone.
  8. Monitor, manage, and distribute cases in the HUB queue to the appropriate queues of the resolving teams.
  9. Submit daily and weekly reports to the Operations Support Team Leader to show productivity and efficiency performance records, as well as KPI reports in Salesforce.
  10. Provide assistance on long and short-term projects from marketing and finance teams, providing regular updates on progress made.


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