Service Operations Excellence Specialist

About the role

The Key User supports business processes and digital tools used in Service operations, acting as the main point of contact for users. You will help users use systems effectively, resolve day‑to‑day issues, and support the adoption of new tools and processes while collaborating with Operations, Sales, IT and other stakeholders.

Key responsibilities

• Act as the primary contact for digital tools such as Salesforce, SAP, KONECT, KFM, FSM, KFF, SMT and DMP, providing first‑level support and guidance.
• Support new users during onboarding, identify system issues, raise tickets and follow up until resolution.
• Participate in User Acceptance Testing (UAT), system testing and pilot activities, and assist with rollout of new or updated systems.
• Conduct system and process training, prepare and update training materials, and monitor adoption.
• Review end‑to‑end Service processes, identify gaps and bottlenecks, create documentation and recommend practical improvements.
• Create and maintain Power BI dashboards and reports, analyse operational data and ensure data accuracy across systems.
• Support month‑end activities through CPM, ensuring timely completion and process compliance.

Required profile

• Bachelor’s degree in Business Administration, Information Technology, Engineering, Data Analytics or a related field.
• Experience in Service operations, process improvement, digital tools or system implementation.
• Good understanding of end‑to‑end Service processes and operational workflows.
• Experience with business systems such as Salesforce, SAP, KONECT, KFM, FSM, KFF, SMT or DMP.
• Knowledge of Power BI for dashboard creation and reporting.
• Understanding of process improvement, change management (ADKAR knowledge is a plus).
• Strong analytical, problem‑solving, communication and stakeholder‑management skills.
• Fluency in English and the local language.

Required skills

• Salesforce
• SAP
• KONECT
• KFM
• FSM
• KFF
• SMT
• DMP
• Power BI