Digital Operations Specialist

SUMMARY:

We are thrilled to be working with a forward-thinking company! Our client is currently seeking a highly skilled and experienced Digital Operations Specialist to join their Service Assurance and Enablement function. The Digital Operations specialist will report to the Digital Operations Portfolio Manager. The individual will be responsible for en...

POSITION INFO:

We are thrilled to be working with a forward-thinking company! Our client is currently seeking a highly skilled and experienced Digital Operations Specialist to join their Service Assurance and Enablement function. The Digital Operations specialist will report to the Digital Operations Portfolio Manager. The individual will be responsible for ensuring that Digital Channels are functional and operating effectively, enabling customers to self-serve and buy or upgrade across various e-Commerce platforms in the company. The specialist will need to investigate and case-manage customer queries through effective incident management processes, identify technical failures and root causes via system logs and database files, derive insights, and recommend root cause solutions using modern-day technologies. Identify gaps within customer journeys, IT, and Business and fill the gaps by bringing in new solutions and new workflows through continuous improvement initiatives.

PLEASE NOTE: This is a 12 – Month contract

Minimum Requirements:

• Degree or Diploma in an IT-related field or 3+ years’ experience in an IT-related field.
• Good understanding of Oracle SQL.
• Experience with Digital-based and online information systems.
• Knowledge of monitoring tools such as Elastic search would be advantageous.
• Basic understanding of HTTP response codes (e.g., 404, 201, 500, etc.).
• Knowledge of content management systems.
• C2 General.
• Testing of journeys and working with Test Data.
• Knowledge of HTML, JSON, XML Oracle, and Web Design (advantageous).

 

Key Competencies and Abilities:

• Computer Application Skills.
• Presentation Skills and meeting facilitation.
• Mobile Technology Aptitude Skills.
• Mobile Internet and Web Internet Skills.
• Attention to detail and Quality Assurance.
• Problem-solving skills.
• Proofreading and QA skills.
• Written and verbal communication and client-facing skills.
• Telephone skills and social etiquette.
• Customer Service Skills.
• Good logic and time management skills.
• Project Management (advantageous).
• Reports creation and Analytics

Service and Escalation Case Management for Digital CBU, Business APP Channels:

• Escalate any faults in line with severity to the relevant departments, stability forums, and ensure continuous follow-up until the fault has been resolved.
• Ensure adherence in line with agreed Service Level management with the various support stakeholders.
• Continuously review the Service Management process, deliverables, and SLAs with stakeholders.
• Own resolution of online incidents/bugs with relevant resolver groups, including but not limited to, IT Operations and IT Development.
• Drive reduction in Net Promoter Score detractors through effective incident management principles via established prioritization methods (e.g., Agile PM/Scrum).
• Provide a first-line support role for online SLT/CBU/VB/App and CEO escalations in the online space with an emphasis on continuing enablement of Self-Service and E-Commerce.
• Use a variety of technical tools to enable First Call Resolution (FCR) in the online space – Informix SQL, Postman, SoapUI, Elasticsearch, and Oracle SQL.
• Identify enhancement opportunities for pre-existing RPA, as well as new RPA opportunities.
• Maintain and update RPA self-service guides and provide insightful reporting on RPA performance.

 

Monitoring, Reporting, and Analytics:

• Deliver the necessary reporting to support operational management on a monthly, weekly, and ad-hoc basis.
• Ensure that all IT Business partners continuously monitor and resolve all monitoring alerts and exceptions within agreed SLAs.
• Drive proactive identification and remedy of User/Customer experience issues.
• Work on the digital space using analytical tools - Adobe Omniture/ Qliksense Reports/ Service Request Management (SRM) reports.
• Calculate financial and NPS (Net Promoter Score) declines due to technical issues.

 

Driving Continuous Improvement across CBU and VB Digital Platforms:

• Identify key process gaps on the CBU/VB Digital platforms as well as call centers and CEO’s Office.
• Identify top service call drivers and draft suggested solutions.
• Identify possible revenue streams through customer interactions.
• Log necessary Service Improvement Concept/BRS (Business Requirement Specification) Documents with Product Owners.
• Engage with business and IT stakeholders to implement said improvements i.e., Stability Forum.
• Drive Education and onboarding initiatives with customer contact centers.
• Identify potential service improvement tools and methodologies that will assist in resolution turnaround times.