Digital Operations Support Specialist

**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 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 recommendations for root cause solutions using modern day technologies, i.e. RPA, AI, automation and ChatGPT tools. Identify gaps within customer journeys, IT and Business and fill the gaps by bringing in new solutions and new workflows through continuous improvement initiatives.

**Key Responsibilities will include (but not limited to)**:

- Service and Escalation Case Management
- To escalate any faults in line with severity to the relevant departments, stability forums and ensure continuous follow-up until fault has been resolved.
- Ensure adherence in line with agreed Service Level management with the various support stakeholders
- To 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.
- Driving reduction in Net Promotor Score detractors through effective incident management principles via established prioritisation methods e.g. Agile PM/Scrum
- Providing a first line support role in the online space with an emphasis on continuing enablement of Self-Service and E-Commerce
- Using a variety of technical tools to enable First Call Resolution (FCR) in the online space Informix SQL, Postman, SoapUI, Elasticsearch, 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 within the
- Use 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 Digital platforms as well as call centres and CEOs 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
- Driving Education and on boarding initiatives with customer contact centres
- Identify potential service improvement tools and methodologies that will assist resolution turnaround times

**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
- Proof-reading 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
- Experience/ Knowledge and Education:

- Degree or Diploma in an IT related field or 2+ years experience in an IT related field
- Good understanding of Oracle SQL
- Exposure to the following would be an advantage:

- Experience with Digital-based and online information systems
- Knowledge of monitoring tools such as Elasticsearch would advantageous
- Knowledge of content management systems

Testing of journeys and working with Test Data Knowledge of HTML, JSON, XML Oracle and Web Design (advantageous)

Experience with the following systems would be considered as key advantages but are not necessary as you will be exposed to these as a part of your upskilling: Elasticsearch Kibana, SOAP UI, Postman API, Sentry, Adobe Analytics, Zipkin, Remedy, JIRA, Oracle SQL Developer, Confluence, ChatGPT, RPA, Automation