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Job Summary
iOCO Infrastructure Services Invites You to Explore Possibilities. We are seeking a Business Process Administrator who will provide comprehensive administrative support to the Business Process Manager. The Business Process Administrator will be responsible for coordinating activities within the Service Management Office (SMO), managing documentation, supporting service delivery processes, and ensuring effective communication across Managed Services teams. This role is crucial for ensuring that the Business Process Manager and the broader Service Management Office's function are well supported, enabling the managed services teams to function efficiently and deliver exceptional service to iOCO's clients.  What youâ€ll do: Administrative Support to Business Process Manager: Provide day-to-day administrative assistance to the Business Process Manager, including process management, service management review coordination, and escalation handling. Prepare, format, and manage documents, reports, presentations, and data extracts for the Business Process Manager. Organise and schedule meetings, including team meetings, client meetings, and workshops. Assist in preparing agendas, minutes, and follow-up actions from meetings. Documentation Record Keeping: Maintain and organise all essential SMO documentation, including policies, procedures, service reports, and client interaction records. Ensure all documentation is up to date, correctly filed, and easily accessible to the SMO team. Track and record service delivery metrics, ensuring accurate and timely reporting of key performance indicators (KPIs) and metrics. Client Reporting Support: Assist in verifying the compiling and formatting of client service reports, ensuring data accuracy and adherence to deadlines. Support the development of presentations and materials for client meetings, using data provided by the Business Process Manager and relevant team members. Coordination of Service Delivery Activities: Coordinate activities related to client service delivery, including ensuring all teams are aligned with scheduled tasks and deadlines. Assist in tracking service improvement requests related to incident escalations and feedback loops to ensure timely resolution and follow-up. Act as a liaison between the Business Process Manager and service delivery teams, facilitating clear communication and status updates. SMO Tooling System Support: Support the SMO function using service management tools and systems (e.g., ITSM tools) by maintaining user documentation, guiding staff in tool usage, and troubleshooting minor issues. Assist with data extraction and basic analysis using business intelligence tools to generate insights for service delivery improvement. Client and Internal Communications: Draft and send routine client-related communications, including updates, reports, and responses to client queries. Monitor and respond to general SMO inquiries and escalate issues to the appropriate team members as necessary. Service Delivery Process Support: Assist in reviewing and optimising service delivery processes, providing administrative support to process improvement initiatives. Help coordinate service quality audits, capacity utilisation tracking, and proactive client care activities as directed by the Business Process Manager. Team Coordination Support: Coordinate team activities such as training sessions, workshops, and team-building events. Monitor and track SMO team compliance with internal policies, procedures, and deadlines, following up with staff as needed. Assist with onboarding new SMO team members, ensuring they are familiar with processes, tools, and systems. Ad-hoc Tasks: Assist with ad-hoc administrative tasks, projects, and research as requested by the Business Process Manager. Provide general support to the SMO team to ensure the effective functioning of the office. Your expertise: Administrative Expertise: Strong organisational skills with a focus on accuracy and attention to detail. Proficiency in productivity tools and the ability to produce high-quality documents, presentations, and reports. Communication Skills: Excellent verbal and written communication skills, with a professional demeanour when interacting with clients and internal teams. Client-Focused: Ability to manage client-facing communications with professionalism and responsiveness. Process-Oriented: Ability to follow processes meticulously and help improve them where necessary. Analytical Skills: Basic ability to analyse data and provide relevant insights to support service delivery improvements. Collaboration: Ability to work collaboratively with team members across different departments, ensuring coordination and efficiency. Qualifications required: A diploma or degree in administration, business management, or a related field is preferred. 3+ years of experience in an administrative role, preferably within an IT or service management environment. Experience working within a role based on ITSM implementation using ITIL frameworks and service delivery best practices. Why work for us? If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise. You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires. At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.
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