Digital solution specialist

Do you like collaborating across teams to deliver success for customers?

Would you like to manage the overall performance of the team?

About Team

Digital Delivery Solutions is responsible for all of Elsevier’s primary content. We have several teams that specialize in handling every content request or queries. The Electronic Warehouse is our main repository from which we deliver data to the Elsevier Platforms like ScienceDirect, JBS and Clinical Key. We provide support and problem-solving skills to ensure our customers have an exceptional experience.

About the role

Digital Solution Specialists are experts in troubleshooting and are responsible for Content completeness in ScienceDirect (SD), PubMed, Health Advance (HA) etc., and proactive in resolving the queries and make the customer delight.

Responsibilities

• Digital Solution Specialist are the experts in the end-to-end content flow of queries resolving/troubleshooting the problem.
• Monitor journal performance through the entire end-to-end process of publication, particularly in making the content available in ScienceDirect and other platforms.
• All queries are initiated & resolved within the set SLAs and achieve the team KPI.
• DDS work with the related systems and personnel (internal and external) to understand the query/complaint. Monitoring trends of queries and look for opportunities to prevent the reoccurring complaints.
• Bring structural changes through effective implementation of new or revised solutions.
• Providing support to the various teams with content information in the desired format as and when required.
• Recurrent problem/issues raised to the team are identified, analyzed and worked as large projects.

Requirements

• Be a great problem solver, resolving problems using existing solutions.
• Be able to adapt and flex to deliver multiple priorities in a rapidly changing administrative environment.
• Deep understanding of production, customer service workflows pertaining to publishing
• XML knowledge is mandatory to apply for this role.
• Be fluent in English, verbal and written and have excellent all-round communication skills.
• Able to work as a team player and to effectively collaborate within a matrix organization.

Work in a way that works for you

We promote a healthy work/life balance across the organization. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, family leave and tuition reimbursement, we will help you meet your immediate responsibilities and long-term goals.

·        Working remotely from home and at our office in a hybrid working style.

·        Working flexible hours – flexing the times you work in the day in discussion with your manager.

Working with us

We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.

At Elsevier, we know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

·        Group Health Insurance Policy (covering self and family)

·        Group Life insurance/accident policy

·        Generous long-service awards

·        New Baby gift

·        Subsidized food provided (applies to India- Chennai)

·        Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, Gazette Public Holiday and Maternity/Paternity Leave

·        Free Transport provided to and from the office (applies to India-Chennai)

Working for you

About Us

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

Join Us

PURPOSEFUL WORK
When you work with us, your work matters. You are part of an organization that nurtures your curiosity to stimulate innovation for the communities that we serve.
GROWING EVERY DAY
Like the communities we serve, you are on a constant path of discovery to shape your career and personal development.
COLLEAGUES WHO CARE
You will be part of the Elsevier family. We will support your well-being and provide the flexibility you need to thrive at work and home.
Together, we create possibilities.
Join us

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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK .