RELX Group Senior Technical Support Engineer in London Wall, United Kingdom

Senior Technical Support Engineer


Elsevier is a global leader in the

development and dissemination of scientific, technological and medical

knowledge. We serve researchers, professionals, and clinicians by combining

information and data with the latest cutting edge technology, to provide tools

that empower them to create knowledge, contribute to social progress, and

enhance human wellbeing.

All around the world, 30 million

professionals in research and health have instant access to critical information

needed in solving the most pressing science, technology and medical issues; and

saving lives. This information is

delivered through cutting-edge cloud technology, innovative software tools and

prestigious books and journals.

We are seeking a talented and

self-motivated Senior Marketing Services Desk Analyst who has developed a career

in 1st & 2nd Line Technical support ideally for marketing platforms and who

has operated within a cross-functional product development environment. The role will be joining a new agile team to

help innovate, improve and deliver all aspects of existing marketing campaigns

and new global campaigns across the entire Elsevier portfolio using the Adobe

marketing suite.

This is an exciting opportunity to play a

leading role in changing the way marketing automation is delivered across the

company. The Senior Analyst will be

responsible for setting up a new multi-supplier operational support function to

manage the transition of new applications from project phase into business as

usual support, on-board a new external service provider and transition existing

application support teams.

The Senior Marketing Services Desk Analyst will

play a key role in collating insights and feedback from internal clients, and

making these insights actionable by facilitating regular feedback meetings with

the Marketing teams enabling the evolution of Marketing Services. This new role will serve as a primary

escalation point for identifying solutions to complex and challenging issues

for the delivery of marketing campaigns across Elsevier’s portfolio of products

and platforms.

Key Tasks:

  • Support in the development of targetsupport models, SLAs and OLAs that are fit for purpose and feasible forincident reporting, management and resolution

  • Help in the definition of servicetransition processes and procedures and identifying service readinessactivities

  • Support in the definition of servicereports and metrics

  • Triage complex problems, taking correctiveaction to ensure delivery of campaigns

  • Participate in troubleshooting and quicklyarrive at workable solutions for bugs and other issues

  • Keep up to date with ongoing Adobe productdevelopments and policy changes

Skills / Experience:

  • Knowledge of service management tools suchas Service Now, JIRA (or a similar logging or workflow management system)

  • Experience managing services in a multi-supplierenvironment

  • Experience of managing external vendorresources

  • An understanding of IT support processesand procedures

  • Strong analytical, administration andorganisational skills

  • Strong communication and stakeholdermanagement skills

  • Be able to resolve conflicts and issues with initiative and creativity

  • Demonstrable experience in technicalsupport operations or customer service

  • Technical aptitude and forensic skills toidentify and effectively escalate product bugs

  • Attention to detail with the ability toeffectively multitask and work independently

  • Ability to handle conflict and maintaincomposure

  • Experience of working within an agile,iterative and incremental software delivery methodologies is beneficial

  • Proactive and ‘can-do’ attitude

  • Strong analytical, problem solving andcritical thinking skills

  • Ability to deliver projects in parallel byeffective prioritisation

  • Ability to get buy-in and resolve conflictswhen working with business stakeholders

  • A positive approach with an emphasis oncollaboration and good execution

  • Excellent oral and written andcommunication skills

  • Ability to thrive in a fast movingenvironment

  • Preference to have additional languages toEnglish to support with international internal clients

Elsevier is a world-leading provider of

information solutions that enhance the performance of science, health, and

technology professionals, empowering them to make better decisions, deliver

better care, and sometimes make groundbreaking discoveries, that advance the

boundaries of knowledge and human progress

Job IT/Technical & Product Development

Primary Location EU-GBR-London-London Wall

Schedule Full-time

Employee Status Regular

Closing Date (Period for Applying) - External Ongoing

Req ID: ELS0025Q