We place a premium on meeting our customers' high expectations of our products. Through contracted support services our support team plays a key role in delivering service to our operationally live clients.

The goal of the Service Operations team is to deliver excellent service that we can take pride in through accuracy, efficiency, data driven decision making and automation. The Service Operator II role is expected to be a key player within that team. They will be expected to become a subject matter expert on the various processes of Service Operations, assist junior members of the team, be comfortable standardising and documenting complex processes and own and deliver key initiatives.

The Service Operator II has a Continuous Improvement mindset and is expected to be able to understand how our processes do and do not support client success. Where processes are failing to meet these expectations, they can suggest alternative ways of working or kick off initiatives to help. They also recognise and mitigate negative client experiences on tickets.

EssentialA formal tertiary qualification, preferably in computer science, business information systems or other subject which involves some degree of technical analysis, and/or, professional experience which is clearly evidencable

Experience: 

2+ years in customer-facing support role ideally in the IT sector

Skills:

Strong attention to detailAble to communicate effectively with both customers (technical and non-technical) and internal stakeholdersAbility to follow and adhere to documented instructions, processes and standardsStrong process documentation skillsMotivated, Self StarterAble to manage own workload and manage expectations of stakeholdersConfidence to seek support of peers and management as requiredGood grasp of Microsoft Office and SharepointMentoring or coaching junior team membersGood understanding of the principles and concepts of ITILDesirable

Qualifications:

ITIL v4 FoundationLean Six Sigma Yellow

Skills:

Exposure to programming languages and a strong technical backgroundStrong problem-solving skillsCustomer Experience QualificationsBasic knowledge of SQLBasic knowledge of the Insurance IndustryService Request ProcessingExtremely competent at processing documented requests including the most complex types where analysis skills may be requiredA natural initial escalation point for queries from more junior team members.Assist with Management of Service OperationsMonitor, prioritise and manage Service Request request queuesAssist with maintaining the Service Operations Catalogue and proactively speak to members of the wider team to understand which processes can be brought into Service OperationsDefining, creating and implementing new Service OperationsAnalyse dashboards/tickets for Servicing Task opportunitiesFully own the analysis and documentation of new processesEvolve and improve existing Service Operations tasks, including assisting with Service Request automationsBeing a strong source of Continuous Improvement ethos within the teamOther general responsibilitiesHave an awareness of & be proficient in executing and adhering to department processes in which training has been suppliedWorking within a team environment – helping colleagues to achieve team goalsThrough IT Service Management tooling to collect information relating to client requirements pertaining to service requestsUndertake administrative tasks needed to deliver support services to the clientsEscalating/engaging with Technical Support, Development, Client Environment Management and Service Delivery Management teams as requiredHave a basic awareness knowledge of some business processes and associated products which VSBS sells to help clients deliver their business processes Developing an understanding of customers’ business and operational environmentAssisting with the creation of help centre articles and internal training materials to support business and technical understanding of othersEnsure that any risks are raised with senior management or via standard processEnsure that clients’ data is secure and properly managed