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Digital Platform Operations Coordinator

3 weeks ago

Singapore Vertis Full time

About Us:
Innovate. Create. Elevate.
At Vertis, we are on a mission to constantly innovate and create exceptional digital solutions. Our goal is to elevate our clients' brands and the experiences they deliver to their customers through the power of technology-driven creativity. Our people are the catalyst, empowering our clients to successfully transform their businesses - join our team of able, confident, and motivated superstars.
About the job:
We are looking for a Digital Platform Operations Coordinator to support the management and development of our maritime energy training digital platform. The ideal candidate will have a strong background in project management, service support, and user experience. This staff shall either be based in the Contractors Office and shall on selected days be operating directly in MPA Office.
Key Responsibilities:
Business & Platform Operations:

  • Assist MPA in the business operations and coordination with training partners and customers.
  • Assist and coordinate with MPA user divisions in daily operations and escalations.
  • Monitor issues, work items, and their resolution.
  • Participate in Agile Sprint development processes.
  • Develop and test cross-functional Standard Operating Procedures (SOPs).
  • Create and maintain Business Continuity Planning (BCP) frameworks.
  • Establish and implement Risk Assessment frameworks.

Service Support:

  • Manage all tickets that are inbound for MPA as Level 1 resolution officer.
  • Implement and manage a SaaS/PaaS Service Support Centre.
  • Develop user-facing service support content for the platform and website.
  • Monitor support tickets and oversee issue resolution daily.

Training & Documentation:

  • Assist in onboarding training service providers, shipping lines, and users to the platform.
  • Develop and maintain content related to user onboarding.

Requirements and Qualifications:
3+ years of experience in project coordination, preferably in a digital platform environment.
Experience with SaaS/PaaS platforms and service support systems.
Excellent communication and stakeholder management skills.
Proficiency in creating and maintaining documentation, including SOPs and user guides.
Familiarity with the maritime or e-commerce industry is a plus.
Strong project management skills.
Excellent service support and ticket management abilities.
Skilled in process development and documentation, and digital product operations or operations coordination.
Benefits:
Best in class compensation
Medical Benefits
International and multicultural environment
Training & Development
Career opportunities in a successful, fast-growing company
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