Senior Tools & Technology Specialist

14 Hours ago • 3-5 Years

Job Summary

Job Description

As a Technology and Tools Specialist/Senior Specialist, you will be responsible for technology development, management, and third-party integrations within the GBS organization. This role involves working with internal and external stakeholders to improve the usage of existing tools in line with company objectives. Key responsibilities include administering core CS tools, supporting stakeholders, translating business requirements into system configurations, managing operational requests, coordinating system integrations, identifying operational weaknesses, collaborating with teams to drive efficiency, communicating with vendors, ensuring documentation and processes are followed, and providing guidance in IT processes and relevant technologies. The successful candidate will systematically solve complex problems related to technology and CX.

Must have:

Experience in system administration or business analysis (3-5 years).
Knowledge of select business processes and technologies (e.g. SAP, .NET).
Fast learner and independent thinker.
Comfortable in a rapid changing and fast-paced environment.
Team player with a customer-centric mindset.
Detail-oriented and understands project management fundamentals.
Ability to think critically and suggest solutions proactively.
Support continuous improvement for execution.

Perks:

Competitive remuneration package
Yearly Performance Bonus
Excellent prospects for growth and promotion.
Employee engagement, recognition and appreciation program.
Multinational working environment.
Hybrid work environment available.

8 skills required

8 skills required for this role

Add these skills to join the top 1% applicants for this job

azure

data-structures

team-player

business-analysis

customer-centric

-sap

cross-functional

problem-solving

Job Details

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

About the Team

This team is part of the Global Business Service (GBS) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.

About the Opportunity

As a Technology and Tools Specialist/Senior Specialist, you will be part of the Technology and Tools team within the GBS organization and responsible for technologies development, management, and 3rd party integrations. You will also work with all levels of stakeholders internally and externally to improve our usage of existing in accordance with company goals.

The successful candidate will have strong experience in managing applications, including day-to-day configuration, feature customization/development, reporting, third-party integration, workflow and trigger setup, monitoring, as well as troubleshooting for internal users. This is a great fit if you are passionate about technology and CX to systematically solve complex problems.

Key Responsibilities: What You'll be Doing:

Administer core CS tools & technologies including Contact Center solutions, quality management solutions, workforce management solutions and learning management software (LMS)
Support and communicate with stakeholders including IT/Business Partners as well as external/internal communities for opportunities and or alignment of solution strategy
Understand and translate business requirements from stakeholders into system configurations
Manage a queue of operational requests, prioritizing against evolving business priorities
Coordinate system integration, upgrades, change requests, deployment, or production support issues to ensure business continuity
Identify operational weaknesses and help improve or innovate new processes by leveraging existing or new tools
Collaborate with operational teams and cross-functional partners to drive efficiency and cross-functional alignment as we build and scale
Communicate with vendors for new solution deployment and existing system enhancement or upgrades
Ensure all documentation, processes, and methodologies used, system development and implementation as per industries standards & methodologies
Provide guidance in IT Process (e.g. Operating Model, Governance, System Development Life Cycle) Provide direction and/or guidance in relevant technologies and concepts (e.g. Azure, Cloud Tech, .NET, SAP/ABAP, etc.)
Perform technical execution of solutions including requirements gathering, blueprinting, development and deployment

Requirements: What We Look For In You

3 to 5 years of experiences in system administration or business analysis, preferably in customer service technologies such as service desk, contact center, workforce management, quality management and learning management software
Strong knowledge & experience in select business processes and in relevant technologies and concepts (e.g. SAP, xAAS, .NET)
Fast learner and independent thinker
Comfortable in a rapid changing environment and in a fast-paced environment
Team player and customer-centric mindset
Detail-oriented and understand the fundamentals of project management
Thrive in situations where you can think critically, anticipate issues before they arise and proactively suggest big-picture solutions
Support a culture of continuous improvement to continually raise the bar of execution

Why Join Us?

Competitive remuneration package
Yearly Performance Bonus
Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
Employee engagement, recognition and appreciation program.
Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.
Hybrid work environment available as part of our flexible working approach

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