Service Operation Expert - Archiving & Document Management platforms (Portugal based)

Are you passionate about optimizing document management and archiving solutions? Do you have a keen eye for service quality and user satisfaction?

Boost IT (Emagine Group) is looking for a Service Operation Expert to ensure the smooth operation and performance of Archiving & Document Management platforms, including AODocs, Google Drive, Shared Drive, and SharePoint.

Join us and play a pivotal role in enhancing our digital workspace!

Tasks

You will play a crucial role in ensuring the smooth operation and optimal performance of Archiving & Document Management like AODocs, Google Drive and Shared Drive, and SharePoint.

Collaborating with the Service Owner, you will contribute to the user satisfaction and overall quality of these services at the company.

Services Operation

• Assist employees in their choice of the best suited Archiving & Document Management according to their needs and use cases.
• Facilitate the creation and delivery of non-standard requests around Archiving & Document Management services with our partner.
• Oversee the lifecycle of user accounts and licenses (access to specific licenses/features, license cleaning, etc.).
• Maintain accurate and up-to-date system configurations.
• Support the Service Owner in the delivery of ad-hoc reporting and analysis.
• Assist in planning, testing, and implementing changes to the services.
• Integrated AODocs libraries: ensure quality and performance of the integrations between some complex AODocs libraries and other services (ex: Docusign)
  
  

Continuous Improvement And Transformation

• Identify opportunities for process improvement and automation to enhance operational efficiency.
• Contribute to transformation projects by bringing your knowledge and technical expertise of the Archiving & Document Management services (ex: integration of an AODocs library with a new service).
  
  

Documentation And Training

• Provide training and guide employees on the use of Archiving & Document Management tools.
• Develop and maintain user guides, training materials, as well as user-facing knowledge articles.
• Maintain comprehensive documentation of the application’s architecture, processes, and procedures (ex: service requests, account lifecycle management, integrations, etc.).
  
  

Support Operations

• Ensure smooth coordination with the L0/L1 Help Desk and adjust knowledge base articles and incident resolution processes accordingly.
• Collaborate closely with our Managed Services partner who handles L2/L3 support services on AODocs and Google Drive.
• Ensure a high level of user satisfaction by making sure support requests are addressed and resolved efficiently.
• Intervene on the resolution of complex incidents in collaboration with the Service Owner, the editor and the Managed Services partner.
• Analyze recurring incidents to identify root causes and implement corrective/preventive measures to minimize future occurrences.
  
  

Requirements

• Strong experience in Archiving & Document Management services (AODocs, Google Drive, SharePoint, etc.).
• Expertise in user support, service management, and process improvement.
• Experience working with integrations, automation, and system configurations.
• Strong problem-solving skills with a proactive and analytical mindset.
• Excellent communication and training skills to support end-users effectively.