Location: Bognor Regis, UK, Oxford, UK or Hoboken, NJ
Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, perspectives, and passion; it’s in our differences that we empower the way the world learns.
The Customer Solutions Development and Support Specialist will support the Customer Solutions team in creating, maintaining, and delivering the global Customer Service technology strategy. Responsibilities include managing internal intake for escalations and requests, serving as a subject matter expert (SME) for requirement cleansing, executing user acceptance testing (UAT), designing processes for efficiency, and automating processes using Salesforce, RPA, or Power Automate. The analyst will develop expertise in Wiley’s technology solutions, assisting with requests, incidents, report creation, dashboards, analytics, and process design.
Impact areas include:
* Intake Management: Review work, address concerns, resolve issues, escalate requests, perform analytics, groom requirements into Agile user stories, and support deployments.
* User Acceptance Testing: Execute test scripts, document results, and demonstrate willingness to learn new responsibilities.
* Project/Development Work: Serve as Business Analyst or assigned role, support strategic initiatives, and design processes within Salesforce or automation tools.
Qualifications:
* Bachelor's Degree in STEM or equivalent experience
* Ability to program in RPA platforms or Microsoft Power Automate
* Understanding of systems, data, and logic
* At least 2 years of CRM experience preferred
Additional skills include proficiency with analysis tools like Microsoft Excel, excellent communication, organization, and planning skills, attention to detail, and the ability to work independently and in teams, managing multiple tasks and deadlines effectively.
About Wiley:
Wiley is a leader in research and learning, dedicated to empowering knowledge seekers worldwide. With over 200 years of experience, Wiley continues to innovate in publishing and education, fostering diversity, inclusion, and professional growth. Wiley is an equal opportunity employer committed to fair treatment and providing accommodations for applicants with disabilities.
We promote continual learning, internal mobility, and a healthy work environment, including initiatives like meeting-free Fridays and competitive pay and benefits. Salary ranges are provided as estimates and may vary based on location, skills, and other factors.
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