John Wiley & Sons , Inc.
Customer Solutions Analyst
John Wiley & Sons , Inc., Hoboken, New Jersey, us, 07030
Location: Bognor Regis, 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, your perspectives, and your passion; it's in our differences that we empower the way the world learns.
The Customer Solutions Analyst will be responsible for supporting the Customer Solutions team in their charter to create, maintain, and efficiently deliver the global Customer Service technology strategy. The duties of this role will include internal intake management for both escalations and requests, requirement cleansing as a subject matter expert (SME), and user acceptance testing (UAT) execution. In this capacity, the analyst will be familiar with various technology solutions and develop detailed knowledge of Wiley's implementation and usage thereof. This expertise may be applied to the processing of requests and incidents from Operations stakeholders; creation of reports, dashboards, analytics, and insights using data; documentation of business requirements; and project work.
How you will make an impact:
Intake Management
Review assigned work and take appropriate actions to address the concern, resolve the issue, or escalate the requestPerform analytic tasks such as report creation and system configuration on behalf of business stakeholdersUse given templates and processes to groom BAU enhancement requirements and translate them into Agile user stories, ensuring that Acceptance Criteria are clear and conciseProvide deployment and release support to Operations stakeholders
User Acceptance Testing
Execute test scripts on all new technology enhancements to validate delivery of expected results prior to approval for releaseDocument and report test results to the Customer Solutions LeadDemonstrate a willingness to learn new responsibilities
Project Work
Serve in the Business Analyst (or other assigned) role for projects under the supervision and direction of the Customer Solutions LeadExecute given tasks to support strategic initiatives and continuous improvement on behalf of the Customer Solutions team
What we look for:
Bachelor's Degree in STEM-related field or equivalent experience in a corporate environmentUnderstanding of systems, data, and logicAt least 2 years of experience working on CRM solutions preferredSalesforce Certified Administrator preferred
Expert with analysis tools such as Microsoft Excel
Motivated and capable of delivering tangibles according to an agreed timeline
Able to draft documentation and effectively communicate with global stakeholders and team members
Engaged with their work and comfortable providing recommendations
Intermediate experience with Microsoft Office programs including Word and Excel
Understands the importance of data integrity and its role in improvement
Excellent organization and planning skills
Detail oriented
Excellent communication skills both verbal and written
Ability to work both autonomously and in a team environment
Proven ability to meet difficult deadlines
Ability to track multiple assignments concurrently
About Wiley
Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.
With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.
We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.
We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.
#LI-MH1
Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.
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, your perspectives, and your passion; it's in our differences that we empower the way the world learns.
The Customer Solutions Analyst will be responsible for supporting the Customer Solutions team in their charter to create, maintain, and efficiently deliver the global Customer Service technology strategy. The duties of this role will include internal intake management for both escalations and requests, requirement cleansing as a subject matter expert (SME), and user acceptance testing (UAT) execution. In this capacity, the analyst will be familiar with various technology solutions and develop detailed knowledge of Wiley's implementation and usage thereof. This expertise may be applied to the processing of requests and incidents from Operations stakeholders; creation of reports, dashboards, analytics, and insights using data; documentation of business requirements; and project work.
How you will make an impact:
Intake Management
Review assigned work and take appropriate actions to address the concern, resolve the issue, or escalate the requestPerform analytic tasks such as report creation and system configuration on behalf of business stakeholdersUse given templates and processes to groom BAU enhancement requirements and translate them into Agile user stories, ensuring that Acceptance Criteria are clear and conciseProvide deployment and release support to Operations stakeholders
User Acceptance Testing
Execute test scripts on all new technology enhancements to validate delivery of expected results prior to approval for releaseDocument and report test results to the Customer Solutions LeadDemonstrate a willingness to learn new responsibilities
Project Work
Serve in the Business Analyst (or other assigned) role for projects under the supervision and direction of the Customer Solutions LeadExecute given tasks to support strategic initiatives and continuous improvement on behalf of the Customer Solutions team
What we look for:
Bachelor's Degree in STEM-related field or equivalent experience in a corporate environmentUnderstanding of systems, data, and logicAt least 2 years of experience working on CRM solutions preferredSalesforce Certified Administrator preferred
Expert with analysis tools such as Microsoft Excel
Motivated and capable of delivering tangibles according to an agreed timeline
Able to draft documentation and effectively communicate with global stakeholders and team members
Engaged with their work and comfortable providing recommendations
Intermediate experience with Microsoft Office programs including Word and Excel
Understands the importance of data integrity and its role in improvement
Excellent organization and planning skills
Detail oriented
Excellent communication skills both verbal and written
Ability to work both autonomously and in a team environment
Proven ability to meet difficult deadlines
Ability to track multiple assignments concurrently
About Wiley
Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.
With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.
We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.
We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.
#LI-MH1
Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.