Service Operation specialist - Archiving & Document Management

Service Operation Expert - Archiving & Document Management

Location: Pune (India)

Profile: Application integrator - Seniority 2 (3-7 years)

As a Service Operation Expert, you will support the operation, evolution and continuous improvement of Document Management services at Syensqo, including O365 and GWS solutions.. You will collaborate with the Service Owner to drive operational excellence and evolve the services to meet the organization's growing and changing needs, playing an important part in a major digital transformation of our portfolio.

Key responsibilities:

Technical Service

· Collaborate in the technical management of Document Management solutions, ensuring reliability, performance, and user satisfaction.

· Act as the go-to technical expert for integrations and complex service scenarios, particularly in AODocs and its connections with platforms like DocuSign.

· Participate and perform document management solution rationalization projects.

· Proactively identify and implement changes to improve service capabilities, user experience, and operational efficiency.

· Manage the lifecycle of licenses and user access with a focus on optimization, security.and compliance.

· Strategic Operations & Service Evolution

· Collaborate with stakeholders in aligning service improvements and enhancements with evolving business needs.

· Contribute to transformation initiatives (e.g., onboarding new services, integrating new tools) through deep functional and technical knowledge.

· Use data and insights to influence service improvements and prioritize enhancements.

· Support, Quality, and Continuous Improvement

· Analyze incident patterns and contribute to investigate root cause and resolution, including collaboration with vendors and support partners.

· Drive improvements in support models (e.g., LO-L3 coordination), documentation, and escalation handling to ensure a seamless user experience.

· Optimize support documentation and proactively update knowledge bases to reduce recurring issues.

· Measure and improve key service KPIs (e.g., resolution time, user satisfaction).

Enablement & Documentation

· Create and maintain comprehensive technical documentation of the services, including architecture diagrams, integration logic, and service operations.

· Deliver targeted training and upskilling sessions to improve adoption and effective use of the tools.

· Equip internal teams with the resources they need to resolve issues and support users efficiently.

Education and Experience:

· Bachelor's degree in Information Technology, Computer Science, or a related field. 3-7 years of hands-on experience in managing Document Management or Archiving solutions in a technically-driven role.

· Knowledgeable on AODocs, Google Workspace (Drive, Shared Drives) solutions. Hands-on experience with Microsoft 365 tools, including Sharepoint, OneDrive for business, MS Teams.

· Experience contributing to service improvement initiatives and managing integrations across platforms is a plus.

· Familiarity with change management processes, continuous improvement, and IT service management frameworks (e.g., ITIL v4).

· Certifications such as ITIL others related to service delivery are a strong plus.

· Microsoft or Google Certifications, such as M365 Certified Enterprise Administrator Expert or GWS Admin Certification is desirable.

Skills and Behavioral Competencies:

· Passionate about optimizing and evolving services to meet changing needs. Able to balance operational excellence with innovation and change.

· Skilled at engaging stakeholders and translating business needs into actionable technical solutions.

· Comfortable navigation ambiguity and driving clarity in complex environments

· Familiarity with compliance, governance and security policies in both ecosystems (Google Vault, Microsoft Purview etc)

· Exposure to enterprise content migrations and ability to support planning and execution in cross-functional teams.

· Understandment of cloud architecture, identity and access management and enterprise collaboration tools

· Committed to high-quality deliveries, documentation, knowledge sharing and enabling others.

· Attention to detail and accuracy

· Scripting or automation skills on powershell, google app script or other solution is a plus

· Strong understanding of of ITIL v4 service management principles

· Passion for technology and desire to learn new skills.

Language Skills:

Fluent English (spoken and written)