Digital Operations Specialist

4 months ago

Johannesburg, South Africa Adcorp Holdings Full time

**Synopsis**
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
**Qualification and Experience** 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

**Roles and Responsibilities** 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.

Job Reference: TCN01718

  • Digital Operations Specialist

    4 months 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...

  • Digital Operations Specialist

    5 months ago

    Johannesburg, South Africa Optimal Growth Technologies Full time

    The Specialist: Digital Operations will report into the Portfolio Manager: Digital Operations, the individual will be responsible to ensure Digital Channels are functional and customers are able to self-serve by investigating customer queries and technical faults, and driving effective incident resolution and customer service. Identify gaps between IT and...

  • Digital Marketing Specialist

    4 months ago

    Johannesburg, South Africa Blink Digital Technologies (Pty) Ltd. Full time

    We are excited to offer an opportunity for a Digital Marketing Specialist with a unique blend of talents in graphic design and marketing. This role is essential for a creative individual who thrives in a fast-paced, agency environment and is eager to contribute to the growth of our small team. Creativity, combined with a solid background in both design and...

  • Digital Operations Support Specialist

    4 months ago

    Johannesburg, South Africa Optimal Growth Technologies Full time

    **Description**: Digital Operations support specialist will report into the Portfolio Manager: Digital Operations, the individual will be responsible to ensure that the Digital Channels are functional and operating effectively, enabling customers to selfserve and buy or upgrade across any of our eCommerce platforms. The specialist will need to investigate...

  • Digital Operations Lead

    5 months ago

    Johannesburg, South Africa Optimal Growth Technologies Full time

    **Job Summary**: As a Digital Operations Specialist reporting to the Portfolio Manager: Digital Operations, you will play a critical role in ensuring the functionality of Digital Channels and empowering customers to self-serve. Your responsibilities include investigating customer queries, addressing technical faults, driving efficient incident resolution,...

  • Operations Specialist: Digital Enablement

    4 months ago

    Johannesburg, South Africa Absa Bank Limited Full time

    Bring your possibility to life! Define your career with us - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary Leads...

  • Operations Specialist: Digital Enablement

    3 months ago

    Johannesburg, South Africa Absa Bank Limited Full time

    Empowering Africa’s tomorrow, together one story at a time. - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary Own...

  • Senior Specialist: Digital Marketing

    4 months ago

    Johannesburg, South Africa Motus Corporation Full time

    Establish strategic Digital Marketing goals and performance indicators, including predicting trends, positioning products in the market and developing the plan that can be rolled out to operational implementation in collaboration with relevant functional departments and key stakeholders. **Position Overview**: **Specific Role...

  • Digital Marketing Specialist

    3 months ago

    Johannesburg, South Africa ADvTECH Support Office Full time

    **Overall Purpose of the Job**: The Brand Digital Marketing Specialist role has been created to increase skillset and capacity in the Digital Marketing space within the brands and brand-groupings. The Digital Marketing Specialist’s role is to design, create, and deliver on Digital Marketing activities to support expansion and growth of the brands and...

  • Digital Design Specialist

    1 month ago

    Johannesburg, South Africa Cardilogix Full time

    **Job Overview**: **Date Posted**: Posted 2 days ago- **Location**: Johannesburg, Gauteng- **Job Title**: Digital Design Specialist- **Education Level**: Diploma- **Job Level**: Intermediate- **Minimum Experience**: 3 - 5 Years**Digital Design Specialist required in Johannesburg.**: Digital Designers work closely with the marketing or advertising team to...

  • Digital Marketing Specialist

    3 months ago

    Johannesburg, South Africa The Recruitment Agency South Africa (TRASA) Full time

    **Overview** **Digital Marketing Specialist** **Job Title**: Digital Marketing Specialist Division: Marketing Location & Address: Germiston, JHB Reports to: Marketing Operations Manager Direct Subordinates: Total Staff in Function: WORKING RELATIONSHIPS: **Internal**: - BM’s & Brand Team - Marketing Team External: - Vendors - Resellers/Partners - End...

  • Senior Specialist

    4 months ago

    Johannesburg, South Africa MTN Full time

    **Context (Global influences, environmental / industry demands, organizational mission etc.)** MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Senior...

  • Digital Campaign Specialist

    4 months ago

    Johannesburg, South Africa Cardilogix Full time

    **Job Overview**: **Date Posted**: Posted 5 months ago- **Location**: Johannesburg, Gauteng- **Job Title**: Digital Campaign Specialist- **Education Level**: Bachelors Degree- **Job Level**: Intermediate- **Minimum Experience**: 3 - 5 Years**Digital Campaign Specialist - Sandton, Johannesburg.**: They will also need to analyze and monitor campaign...

  • Digital Marketing Specialist

    3 days ago

    Johannesburg, Gauteng, South Africa Career-seekers Recruitment Solutions Full time

    Job Title: Digital Leads SpecialistWe are seeking a highly skilled Digital Leads Specialist to join our team at Career-seekers Recruitment Solutions. As a key member of our team, you will be responsible for driving digital lead generation and optimizing our digital platforms to achieve business growth.Key Responsibilities:Develop and implement digital...

  • Business Operations Manager

    4 months ago

    Johannesburg, South Africa Seventynine Digital Full time

    Seventynine Digital is seeking a talented and experienced individual to join our team as a Business Operations Manager. As the Business Operations Manager, you will play a crucial role in running the company on a day-to-day basis and overseeing its overall operations. We are looking for someone with a strong understanding of the ICT industry, excellent...

  • Digital Marketing Specialist

    3 months ago

    Johannesburg, South Africa Kontak Recruitment SA Full time

    Rosebank, Johannesburg, Gauteng - Marketing/Public Relations **Digital Marketing Specialist (JB4036)** **Rosebank, Johannesburg** **R45 000 - R60 000 CTC per month** **Permanent** - Are you an experienced Digital Marketing Specialist with a passion for e-commerce sales and a particular interest in the dynamic world of online grocery shopping?_ - The company...

  • Digital Marketing Specialist

    7 days ago

    Johannesburg, Gauteng, South Africa Phoenix Support Services Full time

    Job Title: Digital Marketing SpecialistWe are seeking a highly skilled Digital Marketing Specialist to join our team at Phoenix Support Services. As a key member of our marketing team, you will be responsible for developing and executing digital marketing campaigns to drive business growth and increase brand awareness.Key Responsibilities:Develop and...

  • Global Digital Marketing Specialist

    3 months ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_ The appointed Global Digital Marketing Specialist will form part of a Global Brand and...

  • Facebook Advertising Specialist

    3 months ago

    Johannesburg, South Africa TLT Digital Solutions Full time

    Are you a savvy digital marketer with a knack for driving exceptional results through Facebook ads? We at TLT Tutors are on the lookout for a talented individual to join our team as a Digital Marketer, specifically a Facebook Advertising Specialist, to assist us in acquiring students to join our tutoring program. **Responsibilities** - Develop and implement...

  • Global Digital Marketing Specialist

    3 months ago

    Johannesburg, South Africa Kerridge Commercial Systems Full time

    "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."  The appointed Global Digital Marketing Specialist will form part of a Global Brand...