Principal Accountabilities: Digital Specialist will be responsible for delivery of the Automation agenda for Customer Operations. This will include enabling the process and systems from project intake, prioritization through to implementation and value realization.
This will be done in collaboration with stakeholders across multiple functions to solve business operations pain points, transform work processes, while embedding Automation as part of the Continuous Improvement culture in Customer Operations.
This job requiring getting in contact with operational teams and in this way, building new ways of working. Expectation is to combine the world of business processes with the world of IT technology by creating robots for the existing processes.
This role will be responsible for setting up the Processes and tools to drive maximum business value in Automation including:
- Liaise with the respective Continuous Improvement Focal, Project and Process stakeholders, process SMEs as appropriate to analyze the business processes for automation
- Creating and maintaining solution detailed technical design documentation for reference and troubleshooting
- Collect and report KPI's and metrics related to automation(s)
- Support implemented tools readiness given the business need (bundle releases, system upgrades, new versions, new depots, etc.
- Improvements benefits assessment
- Support peers on technical issues and challenges
Job Knowledge, Skills & Experience: - Proven experience in the successfully building automation utilizing excel macros/VBA (Visual Basic for Applications), Blue Prism and/or Alteryx
- Working knowledge in API, SAP ERP, SharePoint, PowerApps, Power Automate would be added advantage
- Understanding of workflow-based logic and the ability to both understand a business process from a workflow diagram and to conceptualize it as an automated solution
- A proven track record in applying principles of continuous improvement, standardization and simplification of business processes
- Experience in customer service/operations would be also an added advantage
- Working knowledge on Agile and CI methodologies is an advantage.
- Strong analytical skills with the ability to analyze complex requirements and define technical/functional solutions
- Degree in Engineering / Master of computer application or any other technical qualification would be an added advantage
- Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
- Good communication skills
- Fluent in English (min B2)
Dimensions: This role will be part of the Customer Operations Americas Transformation Crew Organization and will primarily work with North Americas stakeholder while interacting with several technology partners situated in different regions, such as but not limited to, the Smart Automation Center of Excellence, RPA SOM, Shell.ai and DIY & Power Platform team. Thus, the successful candidate will be in the Americas work shift (night shift) but will be expected to demonstrate flexibility to adjust work schedules in support of collaboration and engagement activities.
The role will be part of a team that leverage digital technology and implement projects through agile methodologies, as such the successful candidate will be expected to demonstrate high aptitude for learning new tools and technology both through self-paced and instructor led methods.
