Service Operation Expert

PROJECT INFORMATION:

• Industry: Science
• Remote work: 100% remote work
• Project language: English (required)
• Project length: The contracts are signed for 6 months + possible extensions
• Equipment: BYOD
• Start date: ASAP
• Rate up to 290-294 EUR per day

PROJECT:

We are looking for a Service Operation Expert to ensure the smooth operation and optimal performance of Archiving & Document Management solutions, including AODocs, Google Drive, Shared Drive, and SharePoint. You will work closely with the Service Owner to enhance user satisfaction and service quality.

RESPONSIBILITIES:

• Assist employees in selecting the best Archiving & Document Management solution for their needs.
• Manage non-standard service requests in collaboration with our partners.
• Oversee user accounts and licenses, including access management and license optimization.
• Maintain accurate system configurations and documentation.
• Support the Service Owner with ad-hoc reporting and data analysis.
• Plan, test, and implement service changes.
• Ensure the quality and performance of integrated AODocs libraries with other services (e.g., Docusign).
• Identify opportunities for process improvement and automation.
• Contribute to transformation projects by applying technical expertise in Archiving & Document Management solutions.
• Support integrations between AODocs and other business tools.
• Provide training and guidance to employees on Archiving & Document Management tools.
• Develop and maintain user guides, training materials, and knowledge base articles.
• Document service processes, including request handling, account lifecycle management, and integrations.
• Ensure smooth coordination with Help Desk teams (L0/L1) and adjust knowledge base articles accordingly.
• Collaborate with our Managed Services partner handling L2/L3 support for AODocs and Google Drive.
• Ensure high user satisfaction by addressing and resolving support requests efficiently.
• Troubleshoot complex incidents in collaboration with the Service Owner, vendors, and partners.
• Analyze recurring incidents to identify root causes and implement corrective measures.

REQUIREMENTS:

• Strong experience in Archiving & Document Management systems (AODocs, Google Drive, SharePoint).
• Familiarity with user support, troubleshooting, and IT service management (ITSM) processes.
• Experience in process improvement, automation, and service transformation.
• Excellent communication and training skills.
• Ability to collaborate with internal teams and external service providers.
• Analytical mindset to identify trends and optimize service performance.