Analyst - Journal Operations
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Job Description
Structured overview of role & requirementsAbout This Role
Manage and respond to author inquiries via email, ensuring accurate and timely resolutions while meeting SLA and quality targets.
Maintain and optimize knowledge bases, canned responses, and productivity reports to improve operational efficiency.
Contribute to continuous improvement initiatives and facilitate coordination across Journal Operations and Open Access process streams.
Minimum Requirements
Graduate or Postgraduate degree in any discipline.
1-2 years of relevant experience in customer service, publishing, journal operations, or process management.
Proficiency with multiple systems/platforms such as ScholarOne, STS, SMART, and Sage Open Access Portal is desirable but not mandatory.
Work Experience Required: 1-2 years in relevant domains as stated.
Ideal Candidate Profile
Experienced in high-volume customer service or journal operations with ability to meet strict SLA and quality standards.
Capable of managing multiple systems and workflows independently while supporting team knowledge and process improvements.
Analytical, detail-oriented individual with strong communication skills, able to work collaboratively across global stakeholders.