Digital Services Operations Specialist

• Ensure applications are properly configured to meet business requirements, including user types, workflows, and rules.
• Maintain accurate and up-to-date system configurations and documentation.
• Troubleshoot and resolve configuration issues in a timely and effective manner.

• Perform routine monitoring of system performance, uptime, and error logs.
• Work with IT and engineering teams to identify and implement improvements to stability and responsiveness.
• Track KPIs related to ticket volume, resolution time, and system reliability.

• Respond to business-submitted change requests-such as adding new roles, language support, or feature adjustments.
• Evaluate, implement, and test changes with minimal disruption to users.
• Ensure requests are properly documented and closed out in a timely manner.

• Monitor and support order and transaction flows in supported applications.
• Validate accuracy of data transfer, payment processing, and system triggers.

• Proactively monitor for operational issues such as broken features, incorrect data, or integration failures.
• Collaborate with IT to apply hotfixes, patches, or updates to maintain platform integrity.
• Take initiative to minimize downtime and user disruption.

• Monitor the health of integrations with third-party tools (e.g., payment gateways, CRM, analytics platforms).
• Investigate and resolve integration issues in collaboration with internal teams or external vendors.

• Ensure platform configurations and processes meet data security standards and compliance requirements.
• Monitor for potential vulnerabilities and assist in remediation efforts.

• Identify inefficiencies in system workflows and recommend improvements.
• Propose automation opportunities and ways to reduce manual workload.

• Maintain clear, up-to-date internal documentation and operational procedures.
• Share learnings and best practices across the global support team.

• Strong organizational skills and ability to manage multiple concurrent tasks and tickets.
• Excellent communication and documentation skills.
• Analytical and problem-solving mindset.
• High attention to detail and a strong sense of accountability.
• Familiarity with support tools such as JIRA, Confluence, or similar platforms.
• Ability to triage and escalate P0 issues with urgency and clarity.
• Comfortable navigating third-party vendor relationships to resolve integration-related issues.
• Adaptability to support different systems and evolving business priorities.

• Bachelor's degree in Information Technology, Business Systems, or a related field-or equivalent practical experience.
• 5+ years in a digital operations or support role, ideally supporting both proprietary and eCommerce platforms.
• Proficient in using ticketing systems like Jira.
• Experience supporting platforms with integrations to third-party systems such as payment processors, CMS, or CRMs.

Satellite Office