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Product Operations Analyst
hace 2 semanas
**COLOMBIA, COLOMBIA /**
**ORION INNOVATION /**
**CONTRACTOR**
**/ REMOTE**
- Orion, a leading digital transformation and product development services firm is looking for a Product Operations Analyst to work with our client, a leading globalprofessional services firm providing a broad range of risk, retirement and health solutions with 50,000 colleagues in 120 countries, our client has the mindset and culture of a high-growth startup with the backing and support of a global multinational company.
**What you will do**:
- You will work as part of a rapidly growing team in a fast-paced environment, improve our customers’ experience, and impact operational teams across the organization.
- You will collaborate with software engineers and other product managers as well a large cross-functional team of Operations, Sales and Business teams. This is a very unique opportunity to lead an innovative solution, the first one in the region for the platform, in order to change the way insurance is offered by banks.
- You will work in a highly collaborative environment. We are a fast-paced, rapidly growing firm that is the perfect place for a goal-oriented, hardworking individual who is looking to make a large impact.
- We are seeking a highly organized and proactive individual to serve as the Level 1 Incident Manager. In this role, you will be responsible for the following tasks:
- Analysis of tickets received in the Excel file, using tools such as Salesforce, DataDog, Jira, Troops, Intercom, Stripe, Sentry, Looker, and Mixpanel to understand and resolve issues.
- Quick fixes such as: Editing data in Salesforce Re-launching API calls Operating parameter changes on tools Ensuring good quality communication.
- Ensuring that incident closures resolve the situation effectively and that customers/agents do not have any additional questions or concerns.
- Providing insights to stakeholders as needed.
- Identifying anomalies before they become known at the BM level Creating tickets in Jira with full details, assigning them to the appropriate team, and following up to ensure that SLAs are met.
**To succeed in this role, you should have**:
- Strong investigation skills and a high level of curiosity
- Excellent summarization skills Intermediate-level proficiency in Salesforce
- Knowledge of API behavior, XML, and HTML
- Fluency in Spanish (B1-B2) and English (B1)
