Application & Process Specialist

Application & Process Specialist

Do you like collaborating across teams to deliver success to customers?

Do you have experience into end to end  journal workflow ?

About our Team

Application & Process Specialist (APS) team provides tailored technical support to internal first-line customer support teams across all editorial and production products and workflows and combines customer service skills with technical knowledge and the ability to solve problems. 

The APS team are technical experts in the end-to-end journal workflow and provides project input with accurate information on systems and workflows. APS forms the bridge between Product Management and L1 teams by translating technical information to a non-technical audience and vice-versa, thus being able to explain requirements to both groups and provide input to defect prioritization and product enhancement. 

About the Role

The Application & Process Specialist (APS) provides specialized technical support to internal customer support teams handling editorial and production products. The role blends customer service skills with technical knowledge to solve problems quickly, both through email and face-to-face interactions. As a bridge between Product Management and L1 teams, the APS translates technical information for non-technical audiences and vice versa. This involves explaining requirements clearly and providing input on defect prioritization and product improvements. The APS must quickly learn new applications and processes, demonstrating initiative and confidence in ambiguous situations. 

In addition to responding to internal support queries, the APS takes on various responsibilities, such as leading special projects, serving as a subject matter expert on cross-departmental initiatives, and providing insights through data analysis. Strong organizational skills and the ability to manage multiple tasks are crucial for success in this role. You should be a proactive problem solver, willing to investigate and resolve queries promptly while implementing measures to prevent future issues. Collaborating with service providers, product owners, and L3 teams will be essential for deeper investigations or advocating for new functionalities. Effective communication skills are vital to ensure that your knowledge is conveyed clearly and understandably to a diverse group of internal users, as well as occasionally to external customers in sensitive situations. 

Responsibilities

• Provide expert guidance and technical support to internal customer support teams, assisting with inquiries and resolving issues related to editorial and production products. 

• Translate complex technical information into accessible terms for non-technical audiences and vice versa, ensuring clarity and understanding across teams. 

• Actively participate in defect prioritization and product enhancement discussions, bringing insights from customer interactions to the table. 

• Lead or contribute to cross-departmental projects and initiatives, acting as a subject matter expert to drive change and improve workflows. 

• Analyze performance data and provide actionable insights to enhance processes at both local and global levels. 

• Investigate and resolve queries promptly, establishing effective follow-up procedures to prevent recurrence and enhance customer satisfaction. 

• Identify inefficiencies in current processes and utilize data analysis to propose recommendations for improvement or initiate Continuous Improvement Projects. 

• Develop and deliver training materials that are clear, concise, and tailored to the needs of diverse audiences, including internal users and external customers. 

• Stay updated on industry trends and technological advancements to enhance the APS team's capabilities and maintain relevance in a rapidly evolving environment. 

Requirements

• Full understanding of all systems and applications used in JO, primarily PTSIII, PPE, EM and OSvC; awareness of other systems such as OACS, SCT, PROMIS, Salesforce, ScholarOne, VTW, EW, Mercury etc.  

• In-depth knowledge of Production and Editorial workflows and supplier procedures.  

• Ability to communicate technical information clearly to a non-technical audience.  

• Ability to quickly develop effective working relationships and work with a variety of people with differing technical competencies.  

• Ability to train in classroom setting and on an individual basis both locally and globally.  

• Must be organised and be able to prioritise multiple tasks effectively and in an ever changing, fast-paced environment.  

• High level of technical skill in computer applications. Detailed knowledge of all Microsoft Office systems.  

• Exceptional investigative and problem-solving skills.  

• Excellent written and verbal communication skills in English.  

• Proven ability to coach and give feedback.  

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

       Working flexible hours - flexing the times when you work in the day to help you fit everything in and   work when you are the most productive

Working for You

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Comprehensive Health Insurance: Covers you, your immediate family, and parents.

• Enhanced Health Insurance Options: Competitive rates negotiated by the company.

• Group Life Insurance: Ensuring financial security for your loved ones.

• Group Accident Insurance: Extra protection for accidental death and permanent disablement.

• Flexible Working Arrangement: Achieve a harmonious work-life balance.

• Employee Assistance Program: Access support for personal and work-related challenges.

• Medical Screening: Your well-being is a top priority.

• Modern Family Benefits: Maternity, paternity, and adoption support.

• Long-Service Awards: Recognizing dedication and commitment.

• New Baby Gift: Celebrating the joy of parenthood.

• Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.

• Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.

• Free Transport pick up and drop from the home -office - home (applies in Chennai)

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals' advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

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