About Our Team As part of our team, you will manage the operational process for your own portfolio of academic journals while collaborating with a large team of Journal Managers. You will be a member of a collaborative and inclusive team that encourages autonomy and personal development, while working together to achieve our department's objectives and key results. You will contribute to a supportive team culture by sharing knowledge, ideas, and best practices. We operate a hybrid working policy, with office attendance requested in our centrally located Exeter office one day per week. The office is open and available most days for staff who prefer to come in. About the Role The Service Manager – Workflow Management at Elsevier plays a crucial role in optimizing workflow management and data operations. This role involves managing workflow tickets, validating user requests, carrying out essential non-portal database inserts/updates, and supporting both suppliers and the data operations team to ensure timely issue resolution and data accuracy. Responsibilities Workflow Management and Ticket Resolution: + Manage user-raised workflow tickets, ensuring prompt responses and resolutions. + Analyze and validate ticket information, collaborating with the data operations team to resolve issues. + Track and prioritize tickets to meet SLAs, maintaining clear communication with users throughout the process. Data Validation and Support: + Troubleshoot data management and workflow issues, escalating complex problems as necessary. + Perform regular checks on data workflows to identify and address potential issues proactively. + Execute necessary non-portal insert/update actions in databases. Documentation and Collaboration: + Conduct onboarding for new team members, covering business flows and system access requests. + Serve as a knowledgeable point of contact for queries from suppliers and internal teams, ensuring smooth workflows and effective collaboration. + Collaborate with the data operations team to ensure accuracy and consistency in workflows. + Generate reports on ticket metrics to stakeholders, inform operational improvements, and provide insights to management. Continuous Improvement: + Proactively seek opportunities for process improvements, staying updated on the latest tools and technologies in DataOps . + Implement effective solutions to enhance workflow efficiency and reduce manual interventions. + Increase self-help capabilities within teams to reduce the number of tickets for non-complex queries. + Ensure all process documentation is up to date and accessible for team members. + Identify inefficiencies in workflow processes and recommend improvements to optimize operations. + Develop and maintain a comprehensive knowledge base for staff, documenting ticket resolutions and best practices. Requirements + Bachelor’s degree in IT, Computer Science, or equivalent experience. + Proven experience in workflow management, ticketing systems, or related operational roles. + Strong understanding of workflow management tools and data operations processes. + Excellent analytical and problem-solving skills, with a keen eye for detail and data accuracy. + Proficient in using ticketing systems (e.g., Jira, ServiceNow, Zendesk) and workflow management platforms. + Strong interpersonal and communication skills. + Proficiency in SQL / Oracle and data investigation techniques. + Previous experience in a DataOps or similar role is preferred. + Ability to work independently as well as collaboratively within a team. + Data Analysis and Validation: Ability to analyze data requests, validate user inputs, and ensure data accuracy and integrity throughout the workflow process. + Technical Troubleshooting: Strong problem-solving skills to identify and resolve technical issues raised by users and suppliers in a timely manner . + Process Improvement: Knowledge of process mapping and optimization techniques to enhance workflow efficiency and streamline operations. + Basic Scripting Skills: Knowledge of scripting languages (e.g., Python, PowerShell, or SQL) for automating tasks and querying databases. + Documentation Skills: Ability to create and maintain documentation for workflows, processes, and user guides to assist users and team members. + Conduct triage of incoming issues, effectively categorizing and prioritizing them for resolution. Work in a way that works for you We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance , and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working for You We understand that your well-being and happiness are essential to a successful career. Here are some benefits we offer: + Comprehensive Health Insurance covering you, your immediate family, and parents. + Enhanced Health Insurance Options with competitive rates. + Group Life Insurance ensuring financial security for your loved ones. + Group Accident Insurance offering extra protection. + Flexible Working Arrangements to achieve a balanced work-life schedule. + Employee Assistance Program providing support for personal and work-related challenges. + Medical Screening prioritizing your well-being. + Modern Family Benefits including maternity, paternity, and adoption support. + Long-Service Awards recognizing dedication and commitment. + Celebratory New Baby Gift. + Subsidized Meals in Chennai. + Various Paid Time Off options including Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays. + Free Transport for home-office-home commutes in Chennai. About the Business A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education, and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world. ----------------------------------------------------------------------- Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120. Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.