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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in monitoring digital journeys and incident management, with strong skills in SQL Server, Power BI, and ticketing tools. Capable of conducting user acceptance testing and maintaining documentation while ensuring operational stability and effective communication across departments.
Highest-signal resume keywords
SQL ServerPower BIUser Acceptance TestingIncident ManagementTicketing Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQL ServerAdvanced ExcelUser Acceptance TestingIncident DocumentationTroubleshootingRoot Cause AnalysisAPIsIntegrationsMonitoring ToolsObservability Tools
Soft Skills
Interpersonal SkillsSelf-ManagementCollaborationProactive Mindset
Tools & Technologies
Ticketing ToolsService Request Management ToolsPower BISQL ServerMonitoring Tools
Industry Keywords
Digital JourneysIncident ManagementAgile MethodologiesOperational StabilitySLAs
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Responsible for the support and monitoring of digital journeys on WhatsApp, ensuring operational stability and the rapid resolution of incidents
- Receive, log, classify, and track bugs, incidents, and requests
- Conduct initial triage and investigation of issues, gathering evidence for diagnosis
- Escalate more complex requests to specialized teams
- Track tickets through resolution, ensuring communication with all stakeholders
- Proactively monitor the stability and functionality of digital journeys
- Identify recurring issues, support root cause analyses, and propose preventive actions
- Support user acceptance testing and the validation of fixes and improvements
- Create and maintain documentation, FAQs, procedures, and troubleshooting guides
- Monitor SLAs and stability and support metrics
Requirements
What you’ll need- Strong interpersonal skills, with the ability to work with people from different departments and at various levels of the organization
- Self-management
- Collaboration
- Proactive mindset and willingness to work outside your comfort zone
- Knowledge of ticketing and service request management tools
- Advanced Excel skills
- Knowledge of Power BI for tracking metrics
- Knowledge of SQL Server for queries and investigations
- Basic knowledge of APIs and integrations
- Experience with testing, user acceptance testing, and incident documentation
- Preferred: experience supporting systems or digital journeys
- Preferred: experience with incident management, troubleshooting, and root cause analysis
- Preferred: experience with monitoring and observability tools
- Preferred: familiarity with Agile methodologies
Benefits
Comp & perks- Health and dental insurance
- Meal and food allowance on a Flash card
- Remote work allowance
- Gympass / Wellhub
- Life insurance
- Extended maternity and paternity leave
- Various education, healthcare, and leisure partnerships and discounts
- Continuous feedback culture, including semiannual feedback, one-on-one meetings, an Individual Development Plan (IDP), and BHS Experience