Digital Operations Specialist at Optimal Growth Technologies

Key Responsibilities will include (but not limited to):

• 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 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
• 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 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
• Interpreting eCommerce dashboards and trends and providing valuable insights to improve the overall customer journeys and experiencing.

Driving Continuous Improvement across CBU and VB Digital Platforms

• Identify key process gaps on the CBU/VB 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
• Provide support for online sales (checking order status, verifying payment status, and investigating technical faults with integrated systems on the ecommerce platform)

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

The successful candidates will need to meet the following criteria:

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
• Knowledge of online sales and ecommerce
• Knowledge of payment providers
• Good understanding of Agile Methodologies and the Software Delivery Lifecycle (SDLC)

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
• Basic understanding of http response codes (e.g. 404, 201, 500, etc)
• Knowledge of content management systems
• Knowledge of eCommerce platforms such as Magento
• Experience with Online journeys and Digital Products sold via eCommerce platforms
• Testing of journeys and working with Test Data
• Knowledge of HTML, JSON, XML Oracle and Web Design (advantageous)
• Good understanding of Service Design principles and User Experience