Senior Operations Support Specialist
1 month ago
We are seeking a highly organized and detail-oriented Senior Central Operations Support to join our team at 2U. As a key member of our Central Operations team, you will be responsible for providing administrative support to our domestic and international graduate programs and short courses.
Key Responsibilities- Manage the intake and assignment of all tickets submitted to the Enterprise Operations Service Desk
- Assist with reporting on team performance via creation and management of JIRA dashboard tools and other feedback/assessment tools
- Responsible for completing JIRA Project tickets in collaboration with team
- Provides assessment of critical ticket situations and determines when escalation is required
- Assist with occasional presentation team huddles across the division
- Responsible for the onboarding and training of new team members
- Assist manager with updating training resources and SOP guidelines
- Create materials and host quarterly trainings around team best practices or general team-wide coaching/training opportunities
- Oversee and provide quality assurance for communication and interactions with internal customers - report regularly to Manager and Sr. Manager on findings and progress
- Continually monitors team processes and training guides to ensure all materials are up-to-date and compliant
- Minimum 1-2 years' experience working in an administrative support role in addition to experience in a service-oriented, customer support or related field
- A proven track record of achieving measurable results
At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we've taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike.
Benefits & CultureWe offer comprehensive benefits and excellent work/life balance. Full-time benefits include:
- 2 complimentary Getsmarter short courses per year
- Subsidised medical aid with Discovery Health Medical Scheme
- 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
- Employee Assistance Program (EAP)
- Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break
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