Location: Oxford, GBR (Hybrid); London - Fitzroy Square, GBR (Hybrid); Bognor Regis, GBR (Hybrid) or Remote, GBR
Fixed Term Position: 24 Months
Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.
About the Role:
The Assistant Editorial Systems Support Manager is responsible for day-to-day maintenance of the support pathways that underpin the smooth running of our editorial systems. With good technical knowledge of the editorial systems themselves (e.g. Research Exchange, ScholarOne, Editorial Manager), they are the first level of support resolving tickets and queries related to journal and business operations quickly and efficiently.
With strong knowledge of issue tracking systems – such as the Salesforce, JIRA or Freshdesk – they manage the flow of support queries directed at the editorial systems teams.
The Assistant Editorial Systems Support Manager is able to prioritize and triage according to agreed parameters, including escalating when required. They maintain these systems where required, looking for efficiencies to speed up resolution or otherwise improve the stability of our support model.
Their deepening knowledge of support models and solutions makes them an essential contributor to the design of new support models, as and when needed according to the changing support needs of our editorial systems.
How you will make an impact:
- Resolve and escalate issues as required.
- Manage issue/ticket queues ensuring correct priority and status of tickets.
- General point of contact for assigned ticket queues.
- Provide effective communication to all stakeholders/end users regarding service/product/platform feature/issue.
What we look for:
- Undergraduate degree or relevant experience.
- Prior experience in managing support queues or within scholarly publishing.
- Knowledge of relevant editorial systems, especially ScholarOne and Editorial Manager.
- Knowledge of issue or inbox-management tools, e.g. Salesforce, JIRA, ServiceNow, FreshDesk.
- Able to meet and exceed customer expectations.
- Continuous improvement mindset.
- Strong attention to detail.
- Self-motivated.
- Highly organized.
- Able to work independently.
About Wiley:
Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world’s most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today’s biggest obstacles into tomorrow’s brightest opportunities.
With over 200 years of experience in publishing, we continue to evolve knowledge seekers’ steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.
Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.
We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.
We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley’s good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.
When applying, please attach your resume/CV to be considered.
