Silverchair

• Provide support to academic and scholarly scientific, technical and medical publishing customers via phone, e-mail, chat, or customer service systems • Interface directly with Silverchair customers and build and maintain professional partnerships • Replicate customer problems and perform Tier 1 support • Document detailed support requests and customer interactions • Identify when a customer is at risk and raise it to relevant internal stakeholders • Leverage AI tools to enhance workflow efficiency and automate tasks

• Design, build, and maintain data pipelines that ensure reliable data flow from source systems through transformation layers to reporting • Integrate data quality checks and validation into the pipeline workflow • Implement error handling, logging, and retry capabilities to keep pipelines robust and recoverable • Develop SQL and Python-based transformations that cleanse, enrich, and structure data for analytical use • Monitor and tune pipeline and query performance • Collaborate with your scrum team and cross-functional partners across analytics, product, and engineering

• Administer, monitor, and maintain Db2 LUW databases in production and non-production environments • Ensure high availability, backup/recovery, and performance tuning of database systems • Perform routine maintenance including patching, upgrades, and capacity planning • Participate in a 24/7 on-call rotation (4-person team) for production support • Troubleshoot and resolve database-related incidents and performance issues • Partner with developers to design efficient database schemas and access patterns • Review and optimize SQL, stored procedures, and queries • Support application releases and database changes

• Acts as first point of contact for assistance via phone, e-mail, chat, or customer service systems. • Cultivates an extensive understanding of the product • Gathers information from customers to efficiently diagnose and understand issues • Leverages exceptional customer service skills to deliver outstanding service to clients. • Escalates more complex or unique issues to senior staff • Follows up with customers accordingly to ensure transparent communication • Documents detailed support requests and customer interactions accurately and thoroughly • Proactively identifies when a customer is at risk and follows the adequate process • Leverages AI tools to enhance workflow efficiency, automate repetitive tasks, and drive accurate case resolution

• Lead multiple development and implementation projects of various solutions using Silverchair software products, strategically outlining the implementation process and establishing achievable expectations • Execute in-depth, comprehensive assessments to understand customer requirements, business processes, challenges, and goals • Consult and exhibit a strategic understanding of the implementation process, ensuring coordinated and consultative collaboration with cross-functional teams • Provide expert advisory services and define best practices to customers and other implementation consultants • Diagnose, isolate, and resolve software product issues in collaboration with Product and Support teams • Perform rigorous testing and quality assurance checks, proactively analyzing and resolving any issues, and providing continuous support to ensure project success • Plan and lead strategic process improvement initiatives, generating innovative solutions for efficiency enhancements and improvements

• Deliver comprehensive support via tickets, email, and phone with responsive, helpful service • Document all customer interactions in detail to facilitate resolution and maintain historical reference • Respond to inquiries professionally across all communication channels • Track customer issues thoroughly in JIRA, capturing all relevant information • Update ticket status proactively to keep customers informed and drive resolution • Meet or exceed SLAs for response times • Troubleshoot and resolve client issues using detailed product knowledge • Conduct root cause analysis to identify, triage, and escalate issues appropriately • Replicate customer problems to diagnose and resolve technical challenges • Deliver technical support or training to clients on tools and product features • Make informed decisions under pressure while managing multiple priorities • Configure client sites or features when requested using available instructions • Escalate complex issues to appropriate teams following established guidelines • Serve as primary point of contact for assigned clients • Lead regular client support status meetings • Build strong relationships through transparent communication and consistent follow-through • Create and refine Knowledge Base articles for frequently reported issues • Document client interactions, solutions, FAQs, and processes with strong attention to detail • Identify process improvement opportunities and propose innovative solutions • Recommend workflow enhancements to boost client satisfaction and operational efficiency • Partner with cross-functional teams to resolve cases and address client needs • Communicate client requirements to internal stakeholders regarding product roadmaps • Share knowledge and best practices within the team • Maintain expertise on Silverchair's tools, services, and application methods • Leverage AI tools to enhance workflow efficiency, automate repetitive tasks, and drive accurate case resolution • Support team and department needs, and Silverchair's broader business objectives • Participate in periodic 24/7 on-call rotation • Contribute to special projects, peak workload periods, and cross-departmental initiatives

• Deliver comprehensive support via tickets, email, and phone with responsive, helpful service • Act as the primary interface between Silverchair and its clients, ensuring exceptional service delivery • Troubleshoot and resolve client issues using detailed product knowledge • Document all customer interactions in detail • Build strong relationships through transparent communication

• Elicit, gather, and define requirements to deliver software applications • Collaborate with Product Owner and team to develop user stories • Write user stories and acceptance criteria • Work throughout product development and testing phases • Support internal teams during product deployment

• Review user stories to understand acceptance criteria for ScholarOne platform features, working with development teams to clarify any questions or requirements • Identify test scenarios based on user stories and functional requirements for manuscript processing and editorial workflow features • Write comprehensive test scripts for both manual and automated testing of ScholarOne Manuscripts and Conferences functionality • Execute test scripts for both new feature development and regression testing to ensure platform stability and reliability • Document and track defects discovered during testing, providing detailed information to assist development teams in resolution • Implement test automation and conduct wide range of quality control tests, trials, and analyses across ScholarOne systems and applications • Draft, revise, and approve test plans and scripts to ensure alignment with quality standards and software development strategy • Collaborate with product managers, developers, and other stakeholders to ensure comprehensive test coverage for scholarly publishing workflows • Verify that software solutions meet the specific needs of publishers, editors, authors, and reviewers in the academic community • Conduct usability testing to ensure optimal user experience for diverse academic publishing stakeholders • Support testing of integrations and API functionality that connects ScholarOne platforms with external systems • Participate in release testing and deployment validation to ensure successful product launches • Maintain test documentation and contribute to knowledge sharing within the QA team • Stay current with testing methodologies and tools relevant to web-based applications and scholarly publishing workflows • Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications

• Code, test, and troubleshoot programs utilizing appropriate hardware, database, and programming technology • Contribute to the analysis of functional requirements while continually watching for new technologies to improve performance • Determine level of effort for new development • Test and develop programming modifications • Display passion for quality and writing clean and robust code that scales and performs well • Analyze performance of programs and take action to correct deficiencies based on consultation with users • Problem-solve and think laterally as part of a team, or individually, to meet the needs of the project • Understand expectations that were set with client and recognize when issues/events may affect delivery • Adopt, embrace, and promote agile practices with peers • Adhere to coding standards defined by technical management • Know and understand the full application and consider the effect changes may have on it • Maintain confidentiality with regard to the information being processed, stored or accessed • Demonstrate proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency.