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    • Digital Operations Specialist - Midrand - TalentCru

    TalentCru
    TalentCru Midrand

    2 weeks ago

    talentCRU background
    Description

    Digital Operations Specialist

    An exciting opportunity has arisen for a Digital Operations Specialist to join our team on a 6-month contract, based in Midrand.

    As a Digital Operations Specialist, you will report to the Portfolio Manager: Digital Operations and be responsible for ensuring that our Digital Channels are functional and operating effectively. This includes investigating and case managing customer queries through effective incident management processes, identifying technical failures and root causes via system logs and database files, and deriving insights and recommendations for root cause solutions using modern technologies such as RPA, AI, automation, and ChatGPT tools.

    You will also identify gaps within customer journeys, IT, and Business, and fill these gaps by bringing in new solutions and workflows through continuous improvement initiatives. This role will provide the successful candidate with exposure to various departments and opportunities for personal growth and self-development.

    • Degree or Diploma in an IT-related field or 2+ years of experience in an IT-related field
    • Good understanding of Oracle SQL
    • Knowledge of online sales and ecommerce
    • Knowledge of payment providers such as Payment Gateway or PayFast
    • Good understanding of Agile Methodologies and the Software Delivery Lifecycle (SDLC)

    Requirements:

    • Experience with Digital-based and online information systems
    • Knowledge of monitoring tools such as Elasticsearch would be 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

    Key Responsibilities:

    • 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 SLA's 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 Promoter 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 SLA's
    • 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 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
    • Driving Education and onboarding 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)

    Salary: R250,000 per annum

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