Requirements: English
Company: emagine Polska
Region: Poznan , Greater Poland Voivodeship
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.