Sr. Talent Acquisition Specialist

About the Role:

As the Senior Author Operations and Services Specialist, you will provide the author experience expertise at an operational, service and process level. You will proactively review the service delivered, act as Author Operations & Services SMEs on related projects and initiatives as well as collect, analyse and report on data related to Author Operations and Services support.

The Senior Author Operations and Services Specialist supports the Author Operations and Services first level support team by providing escalation pathways to resolve operational and service issues across Author Services platform, Wiley Author Licensing Service, Open Access and Online Open article publication charge and funding services.

How you will make an impact:

Author Operations & Services Subject Matter Expert (40%)

• Work with Author Content Product Development and BAs to apply expertise and knowledge to requirements gathering and use cases.
• Apply expertise and knowledge to new process design and improvement to current state processes.
• Work with BAs and SQA team to determine use case based test plans.
• Conduct and coordinate business process UAT in line with project plans for new or changed functionality.
• Document any changed business processes in the specified User Guides; prepare training documentation and deliver training to the Outsource Manager in line with the project implementation plan.
• Proactively review the service delivered and make recommendations to continuously improve the author experience.
• Keep current with new technology and business led initiatives to support the open access programme and expansion of Wiley services for Authors.
• Keep up-to-date with changes in the intellectual property environment, Open Access and other matters affecting licensing and the full publication lifecycle.

Information Management & Reporting (30%)

• Monitor and report on the outsource team's deliverables.
• Ensure that process and user guides are up to date and that processes are followed by the outsource team.
• Ensure that Author Operations & Services Service Cloud articles (FAQs) are current, new ones created for new services or issues which have arisen.
• Ensure that Author Operations & Services Service Cloud template response for Web and Chat are current, new ones created for new services or issues which have arisen.
• Provide text for Author ecommerce order and payment pages.
• Provide ad hoc instructions/updates to the outsource team to keep the team current on process, system and content issues.
• Provide daily, weekly, monthly and ad hoc data analysis related to Author Operations and Services support.

Author Operations & Services Support (30%)

• Manage escalated cases/issues from the outsource Author Operations and Services first level support team.
• Apply expertise of author content systems and knowledge of publication processes to resolve issues and either reply directly to the Author or give guidance to the Author Operations and Services first level support colleague to reply.
• Provide coaching and direction to the outsource team.
• Escalate any content, systems or business issues to the relevant Level 2 support team using Service Desk.
• Monitor escalations within the service desk and proactively chase for resolution and response.

What we look for:

• Relevant qualification (degree or equivalent) and/or production editor experience.
• Experience of publishing production processes and understands the various components and timing of the production process.
• Understanding of the author experience and knowledge of traditional and emerging new technology-based production processes as well as the Author Licensing process.
• Knowledge of MS Office programs such as Word, Excel, and use of macros.
• Ability to manage multiple competing priorities and work at a relatively fast pace.
• Ability to communicate effectively and to use technology to communicate efficiently and effectively (e-mail, telecommunications).
• Ability to set goals and develop strategies and plans for meeting those.
• Ability to break down complex problems/tasks into manageable parts, and allocates own time efficiently.
• Processes paperwork and other information in a timely manner.
• Demonstrates completeness and attention to detail and follows-up in an efficient manner.
• Ability to write clear, well-organized reports and memos using appropriate style, grammar and tons.
• Informs people of decisions, changes, and other relevant information on a timely basis.
• Demonstrates active listening by conveying an accurate understanding of other's messages.
• Consciously works to build rapport through understanding, and adapting own personal style to the attitudes, interests, needs, and perspectives of others.
• Ability to operate in different cultural environments.
• Develops and maintains collaborative working relationships with peers, colleagues, management, and others.
• Takes personal responsibility and accountability for addressing and resolving problems.
• Seeks additional responsibility, and sets and works to achieve challenging goals for self and others.
• Recognizes likely causes of events and consequences of actions.
• Awareness of own strengths and development needs.