We are looking for a Service Operation Expert (Archiving & Document Management solutions)

• Assist employees in selecting the best solution.
• Manage non-standard service requests.
• Oversee user accounts and licenses, including access management and license optimization.
• Maintain accurate system configurations and documentation.
• Support the Service Owner with ad-hoc reporting and data analysis.
• Plan, test, and implement service changes.
• Ensure the quality and performance of integrated AODocs libraries with other services (e.g., Docusign).
• Identify opportunities for process improvement and automation.
• Applying technical expertise.
• Support integrations between AODocs and other business tools.
• Provide training and guidance to employees.
• Develop and maintain user guides, training materials, and knowledge base articles.
• Document service processes, including request handling, account lifecycle management, and integrations.
• Ensure smooth coordination with Help Desk teams (L0/L1) and adjust knowledge base articles accordingly.
• Collaborate with our Managed Services partner handling L2/L3 support for AODocs and Google Drive.
• Troubleshoot complex incidents in collaboration with the Service Owner, vendors, and partners.
• Analyze recurring incidents.

• Strong experience in Archiving & Document Management systems (AODocs, Google Drive, SharePoint).
• Familiarity with user support, troubleshooting, and IT service management (ITSM) processes.
• Experience in process improvement, automation, and service transformation.
• Excellent communication and training skills.
• Ability to collaborate with internal teams and external service providers.
• Analytical mindset to identify trends and optimize service performance.