Implementation Specialist, Technical Support

Job Title: Implementation Specialist, Technical Support

Location: Dordrecht, London or Pune - Hybrid Working Model

About Springer Nature

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow. Visit group.springernature.com and follow @SpringerNature / @SpringerNatureGroup 

About Us

Springer Nature’s Group Publishing Operations team (GPO) performs and oversees manuscript screening operations across Springer Nature's journals portfolio. GPO also manages the various peer-review systems used by authors, editors and reviewers as part of submit-to-accept processes. 
 
Our 'article-level' activities are largely supported by 300+ BPO staff across multiple locations. Our 'journal-level' activities are largely supported by ~40 Springer Nature staff across multiple locations, who also contribute to projects in one of three main areas: technology, transformation and quality. 
 

About the Role

The Implementation Specialist, Technical Support, will manage their own portfolio of journals and partner with Publishing teams to run their journals in a ‘Production-ready’ way, while facilitating submit-to-accept workflows and compliance with policies. 

In collaboration with the Manager, Technical Support (as well as the rest of the Technical Support team and the wider GPO team), the Implementation Specialist, Technical Support will also centralise and communicate on the resolution of technical issues affecting all systems GPO uses/manages/supports. 

This position is a 12-months fixed-term contract
 

Role responsibilities 
 

Journal care 

• Gather system requirements from publishers, editors and service providers. 

• Set up, maintain and administrate peer review systems. 

• Conduct presentations and training sessions for internal and external stakeholders. 

• Ensure quality of article-level activities and act as an escalation point for individual journals. 

• Develop and maintain relationships with stakeholders (Publishing, Editorial, Production, Technology & Operations staff, as well as external editors, reviewers, authors and service providers).  

• Maintain journal-specific records and documentation. 
   

Tech Support 

• Assess, resolve and/or escalate to relevant tech teams new technical issues impacting systems. 

• Communicate with stakeholders on the issues, their impact and their fix.  

• Collaborate closely with GPO’s Systems Optimisation and Automation & Analysis teams to support (respectively) the eradication of recurring technical issues, as well as the smooth resolution of technical issues which require manual action-taking in bulk.  
   

Other responsibilities 

• Be an advocate for continuous improvement, quality and efficiency. Foster a culture of openness, transparency and collaboration within the team and with our stakeholders. 
   

Experience, skills and qualifications 
 

Experience 

Essential 

• Contributing to (sometimes interconnected) business projects. 

• Working with a wide range of global stakeholders. 
   

Desirable 

• Previous experience in a publishing and/or support role. 

• Business analysis and data analysis. 
   

Skills and Knowledge 

• A technically minded approach to solutions.  

• Ability to translate the needs of the business into new projects. 

• Understanding of publishing workflows. 

• Excellent organisation skills to contribute to multiple concurrent projects and competing priorities. 

• Excellent written and verbal communication skills; able to communicate with individuals at all levels and on a global scale. 

• Excellent numeracy skills with proven attention to detail. 

• Excel and PowerPoint proficiency. 

• Good problem solving/logic/analytical skills. 

• Proactive and able to lead projects alone as well as part of a large group. 
   

Qualifications 

• Degree or equivalent work experience. 

• Formal project management qualification such as PRINCE2 desirable. 

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. 

Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion  

If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. 

For more information about career opportunities in Springer Nature please visit https://careers.springernature.com/ 

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