An opportunity has become available in the role of Digital Operations Specialist within the Digital OPS Support function in the Digital Channels division of a telecommunications company for a 6-month contract to be based in Midrand.Role Overview:The Specialist: Digital Operations will report into the Portfolio Manager: Digital Operations, the individual will be responsible to ensure that the Digital Channels are functional and operating effectively, enabling customers to self-serve and buy or upgrade across any of our eCommerce platforms. The specialist will need to investigate and case manage customer queries through effective incident management processes, identify technical failures and root causes via system logs and database files, derive insights and recommendations for root cause solutions using modern day technologies, i.e. RPA, AI, automation and ChatGPT tools. Identify gaps within customer journeys, IT and Business and fill the gaps by bringing in new solutions and new workflows through continuous improvement initiatives.This opportunity will provide the successful candidate with exposure to various departments as well as personal growth and self-development.Degree or Diploma in an IT related field or 2+ years experience in an IT related fieldGood understanding of Oracle SQLKnowledge of online sales and ecommerceKnowledge of payment providers such as Payment Gateway or PayFastGood understanding of Agile Methodologies and the Software Delivery Lifecycle (SDLC)Exposure to the following would be an advantage: Experience with Digital-based and online information systemsKnowledge of monitoring tools such as Elasticsearch would advantageousBasic understanding of http response codes (e.g. 404, 201, 500, etc)Knowledge of content management systemsKnowledge of eCommerce platforms such as MagentoExperience with Online journeys and Digital Products sold via eCommerce platformsTesting of journeys and working with Test DataKnowledge of HTML, JSON, XML Oracle and Web Design (advantageous)Good understanding of Service Design principles and User Experience Experience with the following systems would be considered as key advantages but are not necessary as you will be exposed to these as a part of your upskilling: Elasticsearch Kibana, Magento, SOAP UI, Postman API, Sentry, Adobe Analytics, Zipkin, Remedy, JIRA, Oracle SQL Developer, Confluence, ChatGPT, RPA, Automation.To escalate any faults in line with severity to the relevant departments, stability forums and ensure continuous follow-up until fault has been resolved.Ensure adherence in line with agreed Service Level management with the various support stakeholdersTo continuously review the Service Management process, deliverables and SLA’s with stakeholdersOwn resolution of online incidents/bugs with relevant resolver groups including, but not limited to, IT Operations and IT Development.Driving reduction in Net Promotor Score detractors through effective incident management principles via established prioritisation methods e.g. Agile PM/ScrumProviding a first line support role for online SLT/CBU/VB/App and CEO escalations in the online space with an emphasis on continuing enablement of Self-Service and E-CommerceUsing a variety of technical tools to enable First Call Resolution (FCR) in the online space – Informix SQL, Postman, SoapUI, Elasticsearch, Oracle SQLIdentify enhancement opportunities for pre-existing RPA, as well as new RPA opportunities.Maintain and update RPA self-service guides, and provide insightful reporting on RPA performanceMonitoring, Reporting and Analytics:Deliver the necessary reporting to support operational management on a monthly, weekly and ad hoc basisEnsure that all IT Business partners continuously monitor and resolve all monitoring alerts and exceptions within agreed SLA’sDrive proactive Identification and remedy of User/Customer experience issues within thedigital space using analytical tools - Adobe Omniture/ Qliksense Reports/ Service Request Management (SRM) reportsCalculate financial and NPS (Net Promoter Score) declines due to technical issuesInterpreting eCommerce dashboards and trends and providing valuable insights to improve the overall customer journeys and experiencing.Driving Continuous Improvement across CBU and VB Digital PlatformsIdentify key process gaps on the CBU/VB Digital platforms as well as call centres and CEO’s Office.Identify top service call drivers and draft suggested solutionsIdentify possible revenue streams through customer interactionsLog necessary Service Improvement Concept /BRS (Business Requirement Specification) Documents with Product ownersEngage with business and IT stakeholders to implement said improvements i.e. Stability ForumDriving Education and on boarding initiatives with customer contact centresIdentify potential service improvement tools and methodologies that will assist resolution turnaround timesProvide support for online sales (checking order status, verifying payment status, and investigating technical faults with integrated systems on the ecommerce platform)Â