Digital Services Specialist

Job Description:

We are seeking a dynamic and analytical Digital Services Specialist to support our digitalization and mobile app efforts for the Customer Support and Training. The role involves bridging the gap between business needs and technical solutions, ensuring effective digital processes, and driving innovation in customer and business operations.

Key Responsibilities:
1. Business Needs Analysis:
o Collaborate with internal and external customers to understand their needs and challenges.
o Identify opportunities for improvement in customer support and training workflows.
o Translate business requirements into clear and actionable technical specifications.
2. Technical Requirement Definition:
o Act as a liaison between business stakeholders and technical teams.
o Convert functional requirements into precise technical requirements.
o Document and validate system requirements, ensuring alignment with business goals.
3. Process Analysis & Improvement:
o Analyze and evaluate customer-facing and internal processes to identify digital inefficiencies and weaknesses.
o Propose innovative solutions to optimize workflows, enhance user experiences, and support strategic goals.
o Lead workshops or brainstorming sessions to gather insights and encourage creativity.
4. Collaboration with BI Office:
o Work closely with the Business Intelligence (BI) office to reuse and integrate existing data effectively.
o Ensure data-driven decision-making and reporting capabilities align with business needs.
o Contribute to the design and development of dashboards and other reporting tools.
5. Post-Delivery Support:
o Provide ongoing support to stakeholders post-implementation, ensuring smooth adoption and utilization of delivered solutions.
o Assist in developing training materials and conducting user training sessions.
o Address and troubleshoot any issues or feedback received after deployment.
6. Innovation & Continuous Improvement:
o Stay updated with the latest digital technologies and best practices in mobile and customer support solutions.
o Proactively suggest new features or enhancements to maintain the relevance of digital tools.
o Champion digital transformation initiatives to continuously improve customer support and training capabilities.
7. Project Coordination:
o Support project management activities, including planning, execution, monitoring, and reporting.
o Coordinate with cross-functional teams to ensure seamless project delivery and alignment with business objectives.

Qualifications:
Bachelor’s degree in Information Systems, Business Administration, Computer Science, or a related field.
Proven experience in business analysis, process improvement, or digital transformation roles.
Strong understanding of digital technologies, mobile app development, and customer support systems.
Experience in converting business requirements into actionable technical requirements.
Excellent problem-solving and analytical skills, with the ability to propose creative solutions.
Effective communication skills to interact with diverse stakeholders and technical teams.
Familiarity with business intelligence concepts and data analytics tools is a plus.

Seniority:

Primary Location:

Additional Locations:

Contract Type:

Hybrid Working: