Service Operation Expert

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.

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.

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