Operations Analyst

About our Team:

• As part of the Global Circulation department, we offer an alternative look at the behind the scenes work that goes into enabling Sage’s success.

• Working closely with Sage Editorial, Production, Sales, and Finance, as well as customers and consortia, it’s an excellent place to develop connections, build in-depth understanding of the industry and develop new skills.

• We play a central operational role in the business functions, supporting the mission to double Open Access publishing output by 2027.

• Through system administration, process design, and a responsive service to customers we aim to create a frictionless process for articles being published Open Access.

• We have team members in London and Dehradun, India fulfilling Operations and Customer Service roles respectively. There is close collaboration between the roles to ensure that knowledge is shared so that we are providing the best possible service to customers.

• We offer a friendly, global team with a collaborative learning environment, and opportunities for international travel to support Open Access at Sage.

Could you be our new Operations Analyst? Are you?

• An excellent problem-solver who can identify and resolve system issues and improve processes.
• Dedicated to a continuous improvement mindset, proactively using lean methodology to improve processes and lead on projects to implement IPOs.
• Self-sufficient in workload, consistently delivering high-quality work without need for quality checks.
• Able to organise and juggle a varied workload under pressure and to work quickly and efficiently, often switching between several tasks and projects in a day.
• Comfortable communicating with a variety of external stakeholders via email, answering questions and troubleshooting issues, delivering excellent customer service.
• A conscientious and curious person, working well in a collaborative team environment.
• Highly proficient in general computer skills (e.g. MS Office products, data analysis software) with advanced Excel skills including Pivot tables, VLOOKUPS, and IF formulas.
• From a background in publishing systems and/or Open Access research (desirable not essential).

Your new role:

• Regularly review processes and lead continuous improvement projects.
• Design processes and workflows in a way that ensures they are scalable and standardised.
• Collaborate with peers on projects to produce successful results, delegating where appropriate.
• Coordinate the successful set-up and automation of Open Access Sales Deals and transformative agreements by collaborating closely with the Sage Sales team and academic institutions/consortia.
• Resolve complex customer queries that are assigned through Freshdesk, upholding our mission to provide a frictionless publishing process for Open Access.
• Help to develop knowledge sharing across the team, leading queries sessions and proactively offering training and advice to others when there is a knowledge gap.
• Train and support new team members, coordinating their onboarding schedule and providing ongoing training.
• Proactively coordinate and chair meetings for processes and projects you are leading on, capturing vital information and following through on action points.
• Use multimedia formats to produce comprehensive and accessible documentation, ensuring that information is retained, and processes are easily repeatable.
• Establish and maintain strong connections with other teams across the business, knowing where to seek knowledge and being a contact point for other teams.
• Develop expert systems knowledge of Sage Publishing systems and use this to resolve issues, design processes, identify trends and troubleshoot.
• Apply findings to business impact and advocate for the needs of the team in the context of product/service design.

If you have a disability and need any support during the application process, please contact humanresources@sagepub.co.uk. We will respond to any requests for support in a timely manner. All qualified applicants are encouraged to apply.

A cover letter is important to us, thisoffers the hiring manager valuable insights into how your skill set aligns with the role, what unique contributions you can bring to the team and why you are interested in this position. Therefore, when applying for this role online, please upload your cover letter and CV as one document_._

Diversity, Equity, and Inclusion

At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong. As a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.