The Service Specialists serve as the first point of contact for the consumer. Capturing the entirety of the problem the end-user is experiencing, responsible for creating, capturing and classifying service calls, logging the information and providing an initial support and seamless communication in the local language of the end-user.
The Service Specialist is generally providing end-user support based on knowledge articles and professional experience with similar inquiries via phone, chat and portal by troubleshooting, checking KM, checking internet, and consulting Technical Support Specialists or assigning tickets to responsible agile product teams where needed and to close the ticket after the inquiry is satisfied. They track and ensures that the ticket is progressing as expected (E2E ownership). The Service Specialists also constantly exchange with the product teams, to understand new technical capabilities, address gaps in knowledge articles, getting / providing feedback about the support process and the compliance to it, hence a comprehensive approach how to best collaboratively support end users.
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A Process Operations Specialist is a in-department business role acting in the 1-Stop-Shop and is part of the support, continuous improvement and onboarding and adoption value streams. The Process Operations Specialist has a profound process understanding and is collaborating with the Business Support Community to continuously improve business processes and underlying IT applications. By this, he/she acts as a trusted adviser of the end-user for any kind of inquiry as well as a bridge between the end user and other roles in the various support layers and can raise incidents on behalf of the user area or work with managers to train users.
In projects the Process Operations Specialist can also represent the interests of the systems user group and has the responsibility of coordinating and bringing input from the area of responsibility to the project and communicating project goals, information and progress back to the business areas.
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The Business Process Expert (same as Business Analyst) serves as a liaison between the business community and IT to provide technical solutions to meet user needs. Specialized in requirements engineering. Translates highly complex and ambiguous requirements (from Business and IT) into detailed service requirements, meeting current business, customer and technical requirements, while observing defined security, quality and financial requirements." This role can functionally sit in the business or in IT. This role can also take the role of a "Change Manager" according to the Change Management SOP.
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All the trainings recommended to IT Roles are gathered on IT Learning Journey page.
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