Operations Support Specialist - 1 Year Fixed Term Contract

My client based in Windsor is seeking a Operations Support Specialist to join thier business on a 1 Year Fixed Term Contract. This is a hybrid working role where you will be required to be in the office 3 days per week.

Overview

The Operations Support Specialist (Fixed Term Contract) is responsible for the operational support tasks which underpin the software, and ensures their client accounts work in a manner which meets their objectives

This role is tasked with ensuring account excellence for the duration of the contractual life cycle, in relation to a prescribed sub-set of tasks

Responsibilities:

Operations management for recurring change requests

• Manage assigned account update tasks to ensure a successful outcome for internal and external customers
• Resolve queries related to assigned account update tasks, escalating to senior management as required
• Action any account update tasks, according to the agreed team processes and procedures, and within the 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 the planned time, ensuring timely communication in relevant Slack channels
• Follow the team’s best practices for all operational tasks at all times

Risks and issue management

• Analyse risks and issues, communicate avoidance and take mitigating actions

Change control and ad hoc requests

• Highlight and help to 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 for your own knowledge enhancement related to products & services
• Highlights potential opportunities for improvement and participates in improvement initiatives

Qualified candidates will possess:

Education & Experience

• 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, document management, eBusiness tools, document management and database management

Skills & 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