Digital Operations Specialist

2 weeks ago


Johannesburg, South Africa Tower Group Full time

**Digital Operations Specialist **required for a **Contract opportunity of 12 months.** This role is is to ensure that the Companies various Digital Channels are functional and operating effectively, enabling customers to make various purchases directly on the platforms.

**The main functions**:

- Escalate any faults in line with severity to the relevant departments
- Ensure continuous follow-up until resolved.
- Ensure adherence in line with agreed Service Level management with the various support stakeholders
- Continuously review the Service Management process, deliverables and SLA’s with stakeholders
- Own resolution of online incidents/bugs with relevant Departments
- Driving reduction in Net Promoter Score detractors through effective incident management principles via established prioritization methods
- Provide first line support for online escalations in the online space
- Using a variety of technical tools to enable First Call Resolution (FCR) in the online space
- Identify enhancement opportunities for per-existing RPA, as well as new RPA opportunities.
- Maintain and update RPA self-service guides, and provide insightful reporting on RPA performance

**What we looking for**:

- Degree or Diploma in an IT related field or 2+ years experience in an IT related field
- Good understanding of Oracle SQL
- Experience with Digital-based and online information systems
- Knowledge of monitoring tools
- Knowledge of content management system



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