Digital Operations Specialist - Johannesburg, South Africa - Tower Group

Tower Group

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

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 followup 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 perexisting RPA, as well as new RPA opportunities.
Maintain and update RPA selfservice 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 Digitalbased and online information systems
Knowledge of monitoring tools
Knowledge of content management system