Business Process Specialist

Strategic Importance of this Role to the Company:The Business ProcessSpecialist (BPS)role is extremely important and pivotal to the efficient running of the companyand Customer Success department. The position needs to ensure Customerexpectations are met and delivers on the company promises both internally andexternally. The role is a leader ofCustomer Success, Product and Operations and must inspire, lead and developteam of A-Players who can deliver the highest levels of service in a scalable,predictable, sustainable and profitable way.How: My duties and responsibilities in the positionare to perform:1. ProjectDeliverya. Dailyi.Attend DSM.ii.Helpdesk ticket management as per the internal guidelines.iii.Complete what is assigned in the daily scheduleand keep all tasks updated.iv.User Training: record minutes of meeting andcreate any helpdesk requests, at the end of the session download the video andupload to wasabi and share the link on the client's portal via DocumentsPortal.v.BPC: record gaps and create sub tasks under therelevant parent task.vi.Other tasks included in the daily plans includeentering master data, setup and config, setting up meetings... etc.vii.Escalate to BA/SA when a task is too complex orwhen the output must be validatedviii.Check project and task deadlines, and makenecessary arrangements to ensure timely delivery. In case of a delay or ablocking issue notify the planner immediately.ix.Add your BA and SA time-sheets.x.Review completed tasks/Tickets and ensure properclosurei.Update Client Dashboards for the Sponsor Calls.ii.Attend Sponsor Calls, record minutes of meetingand create any helpdesk requests if required.iii.Attend Sprint Review.iv.Deployment communications with clients.v.Attend 1on1 with your coach and complete allrelated training.vi.Conduct Correction of Error (COE) exercises forany tasks requiring it2. SupportServicesa. Dailyi.Review all late and at-risk tickets and have arecovery plan for eachii.Ensure are tasks and tickets are deployed"clean"iii.Ensure communication on tickets and tasks arefrequent and in-line with statusiv.Ensure all tickets are assigned to the correctpriority, team, project, SLA and Statusv.Unblocking teams on tickets requiring escalationCustomer RelationshipPersonal EvolutionAutonomyAdministrative WorkTechnical ExpertiseWhat's great in the job?Great team of smart people, in a friendly and open cultureNo dumb managers, no stupid tools to use, no rigid working hoursNo waste of time in enterprise processes, real responsibilities and autonomyExpand your knowledge of various business industriesCreate content that will help our users on a daily basisReal responsibilities and challenges in a fast evolving companyEach employee has a chance to see the impact of his work.You can make a real contribution to the success of the company.Several activities are often organized all over the year, such as a day out with the whole Team, team building events, monthly Movie Night and much more

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