Service Operation Expert

2 tygodni temu


Poznań, Polska emagine Polska Pełny etat

PROJECT INFORMATION:

  • Industry: Science
  • Remote work: 100% remote work
  • Project language: English (required)
  • Project length: The contracts are signed for 6 months + possible extensions
  • Equipment: BYOD
  • Start date: ASAP
  • Rate up to 290-294 EUR per day

PROJECT:

We are looking for a Service Operation Expert to ensure the smooth operation and optimal performance of Archiving & Document Management solutions, including AODocs, Google Drive, Shared Drive, and SharePoint. You will work closely with the Service Owner to enhance user satisfaction and service quality.

RESPONSIBILITIES:

  • Assist employees in selecting the best Archiving & Document Management solution for their needs.
  • Manage non-standard service requests in collaboration with our partners.
  • Oversee user accounts and licenses, including access management and license optimization.
  • Maintain accurate system configurations and documentation.
  • Support the Service Owner with ad-hoc reporting and data analysis.
  • Plan, test, and implement service changes.
  • Ensure the quality and performance of integrated AODocs libraries with other services (e.g., Docusign).
  • Identify opportunities for process improvement and automation.
  • Contribute to transformation projects by applying technical expertise in Archiving & Document Management solutions.
  • Support integrations between AODocs and other business tools.
  • Provide training and guidance to employees on Archiving & Document Management tools.
  • Develop and maintain user guides, training materials, and knowledge base articles.
  • Document service processes, including request handling, account lifecycle management, and integrations.
  • Ensure smooth coordination with Help Desk teams (L0/L1) and adjust knowledge base articles accordingly.
  • Collaborate with our Managed Services partner handling L2/L3 support for AODocs and Google Drive.
  • Ensure high user satisfaction by addressing and resolving support requests efficiently.
  • Troubleshoot complex incidents in collaboration with the Service Owner, vendors, and partners.
  • Analyze recurring incidents to identify root causes and implement corrective measures.

REQUIREMENTS:

  • Strong experience in Archiving & Document Management systems (AODocs, Google Drive, SharePoint).
  • Familiarity with user support, troubleshooting, and IT service management (ITSM) processes.
  • Experience in process improvement, automation, and service transformation.
  • Excellent communication and training skills.
  • Ability to collaborate with internal teams and external service providers.
  • Analytical mindset to identify trends and optimize service performance.


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