Implementation Specialist, Technical Support
Job Summary
Job Description
- Gather system requirements
- Set up and maintain peer review systems
- Conduct training sessions
- Ensure article-level quality
- Develop stakeholder relationships
- Maintain journal records
- Resolve technical issues
- Communicate issue status
- Continuous improvement advocate
- Technically minded approach
- Translate business needs
- Understanding of publishing workflows
- Excellent organization skills
- Excellent communication skills
- Excellent numeracy skills
- Excel and PowerPoint proficiency
- Good problem-solving skills
- Proactive and able to lead projects
- Degree or equivalent experience
- Experience in publishing/support role
- Business analysis skills
- Data analysis skills
- PRINCE2 qualification
- Global team and organization setup
- Complex system and environment exposure
- Opportunity for self-development
- Work with global team members and stakeholders
- Diversity and inclusion focus
- Award-winning Diversity Team of the Year (2022)
5 skills required
Job Details
Job Title –Implementation Specialist, Technical Support
Location : Pune, India
About Springer Nature Group
Springer Nature opens the doors to discovery for researchers, educators, clinicians, and other professionals. Every day, around the globe, our imprints, books, journals, platforms, and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood, and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow.
About Us
Springer Nature’s Group Publishing Operations team (GPO) performs and oversees manuscript screening operations across Springer Nature's journals portfolio. GPO also manages the various peer-review systems used by authors, editors and reviewers as part of submit-to-accept processes.
Our 'article-level' activities are largely supported by 300+ BPO staff across multiple locations. Our 'journal-level' activities are largely supported by ~40 Springer Nature staff across multiple locations, who also contribute to projects in one of three main areas: technology, transformation and quality.
About the Role
The Implementation Specialist, Technical Support will manage their own portfolio of journals and partner with Publishing teams to run their journals in a ‘Production-ready’ way, while facilitating submit-to-accept workflows and compliance with policies.
In collaboration with the Manager, Technical Support (as well as the rest of the Technical Support team and the wider GPO team), the Implementation Specialist, Technical Support will also centralise and communicate on the resolution of technical issues affecting all systems GPO uses/manages/supports.
Responsibilities
Journal care
Gather system requirements from publishers, editors and service providers.
Set up, maintain and administrate peer review systems.
Conduct presentations and training sessions for internal and external stakeholders.
Ensure quality of article-level activities and act as an escalation point for individual journals.
Develop and maintain relationships with stakeholders (Publishing, Editorial, Production, Technology & Operations staff, as well as external editors, reviewers, authors and service providers).
Maintain journal-specific records and documentation.
Tech Support
Assess, resolve and/or escalate to relevant tech teams new technical issues impacting systems.
Communicate with stakeholders on the issues, their impact and their fix.
Collaborate closely with GPO’s Systems Optimisation and Automation & Analysis teams to support (respectively) the eradication of recurring technical issues, as well as the smooth resolution of technical issues which require manual action-taking in bulk.
Other responsibilities
Be an advocate for continuous improvement, quality and efficiency. Foster a culture of openness, transparency and collaboration within the team and with our stakeholders.
Experience, skills and qualifications
Experience
Essential
Contributing to (sometimes interconnected) business projects.
Working with a wide range of global stakeholders.
Desirable
Previous experience in a publishing and/or support role.
Business analysis and data analysis.
Skills and Knowledge
A technically minded approach to solutions.
Ability to translate the needs of the business into new projects.
Understanding of publishing workflows.
Excellent organisation skills to contribute to multiple concurrent projects and competing priorities.
Excellent written and verbal communication skills; able to communicate with individuals at all levels and on a global scale.
Excellent numeracy skills with proven attention to detail.
Excel and PowerPoint proficiency.
Good problem solving/logic/analytical skills.
Proactive and able to lead projects alone as well as part of a large group.
Qualifications
Degree or equivalent work experience.
Formal project management qualification such as PRINCE2 desirable.
Eligibility
In accordance with our internal career movement guidance, 12 months in current role is a requirement before applying to a new role
What we offer
The global setup of the team and the organization, our complex system and environment and its variety are giving a chance to further develop yourself while working with team members around the globe, and international stakeholders.
At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. For more information about career opportunities in Springer Nature please visit https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers
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