Job ID 32344 **Service Operation Expert - Collaboration & Messaging platform** Regular Pune, India (https://www.google.com/maps/place/Pune,India) My candidate profile Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come. Job Title: Collaboration & Messaging Service Operation Expert Location: India Shift: Flexible to Belgium Time zone Job Overview and Responsibilities: As a Collaboration & Messaging Service Operation Expert, you will be pivotal in ensuring the seamless operation and peak performance of SYENSQO’s collaboration platform, primarily based on Google Workspace, and its associated mailing services, including Mailjet, Smarthost, and other market-leading messaging platforms. Working closely with the Service Owner and managed services partners, you will enhance user satisfaction and elevate the quality of collaboration and messaging services at SYENSQO. Services Operation: ● Facilitate the creation and delivery of service requests for collaboration and messaging services. ● Oversee the lifecycle management of user accounts and licenses, ensuring access to specific licenses/features and performing license cleaning. ● Maintain accurate and up-to-date system configurations for all collaboration and messaging platforms. ● Support the Service Owner in delivering specific reporting and analysis for service performance. ● Assist in governance with third-party services connected to Google Workspace and their technical support. ● Collaborate with app owners and the communications team to ensure the smooth, optimal, and compliant usage of Mailjet, Smarthost, YAMM, and other messaging platforms. ● Participate in operational committees with the Managed Services partner on platform operation, support, and evolution. ● Assist in planning, testing, and implementing changes to the services. Continuous Improvement and Transformation: ● Identify opportunities for process improvement and automation to enhance operational efficiency. ● Enforce security measures and governance to improve platform security, including third-party governance and OAuth restrictions. ● Contribute to transformation projects by leveraging your knowledge and technical expertise of these services, such as service version upgrades and building new integrations. Documentation and Training: ● Provide training and guidance to employees on using collaboration and messaging services. ● Develop and maintain user guides, training materials, and user-facing knowledge articles. ● Maintain comprehensive documentation of the application’s architecture, processes, and procedures, including service requests, account lifecycle management, and integrations. Support Operations: ● Ensure smooth coordination with the L0/L1 Help Desk and adjust knowledge base articles and incident resolution processes as needed. ● Coordinate effectively with our Managed Services partner handling L2/L3 support for these services. ● Adjust support-oriented knowledge base articles and incident resolution processes accordingly. ● Ensure a high level of user satisfaction by addressing support requests correctly in the ITSM tool and resolving them efficiently. ● Collaborate with the Service Owner, editors, and Managed Services partner to resolve complex incidents. ● Analyze recurring incidents to identify root causes and implement corrective/preventive measures to minimize future occurrences. Education and Experience: ● Bachelor’s degree in Information Technology, Computer Science, or a related field. ● Proven experience in supporting the operations of collaboration platforms and mailing services at an enterprise level or in similar roles. ● Strong understanding of tools and technologies related to collaboration and messaging platforms, with knowledge of their ecosystem. ● Relevant certifications (e.g., Google Workspace, ITIL, PMP) are a plus. Skills and Behavioral Competencies: ● Strong analytical and problem-solving skills. ● Ability to prioritize tasks and manage time effectively. ● Customer-centric approach to support. ● Attention to detail and accuracy. ● Understanding of ITIL v4 service management principles. ● Passion for technology and a desire to learn new skills. Language Skills: Proficiency in English. About us + Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity. + At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.