Global Print Operations Specialist

The Role

• Monitor and manage print-related support tickets within the service management system ensuring accurate categorization routing and timely resolution.
• Collaborate closely with the Global Print Operations Manager vendors and internal resolver groups to maintain high service quality and SLA compliance.
• Track ticket progress follow up with vendors and internal teams and proactively address delays and escalations.
• Maintain print service documentation procedures and knowledge base articles to support consistent and efficient service delivery.
• Support invoice approval workflows liaising with Local Offices Finance and Procurement to track PR/PO and invoice status and resolve billing discrepancies.
• Contribute to cost management sustainability and continuous service improvement initiatives across the print environment.
• Provide regular operational insight and performance reporting to management working in partnership with the Global Print Operations Manager.
• Support strategic change initiatives participating in both project-related activities and BAU operational changes.
• Assist in maintaining accurate asset management processes including device registration in the CMDB lifecycle tracking and data quality assurance.
• Champion Information Security by supporting risk identification risk mitigation secure printing practices and data loss prevention measures.

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The Requirements

Technical Skills

• Demonstrated capability with managed secure print solutions within a Windows environment ideally UniFLOW
• Robust experience with Multifunctional print/copy/scan devices ideally Canon
• 2 years experience in a service/operations role.
• Strong experience of ticket management (categorization routing delay monitoring) ideally within ServiceNow
• Experienced in vendor co-ordination
• Experienced with SLA / KPI performance tracking
• Experience with incident problem and change management (an ITIL qualification is desirable)
• Ability to analyze data and provide operational reporting (knowledge of PowerBi is desirable)
• Knowledge of hardware asset management (device registration lifecycle updates data accuracy).
• Awareness of Information Security and Data Loss Prevention controls
• Familiarity with identifying financial discrepancies

Soft Skills

• Clear and professional communication
• Strong collaboration with cross-functional teams and vendors
• Analytical thinking and effective problem solving
• High attention to detail and accuracy
• Proactive and adaptable with the ability to prioritize effectively
• Customer-centric with a continuous improvement mindset
• Able to take ownership accountability and follow through requirements

WTW is an Equal Opportunity Employer