POSITION : CS Automation – Intelligence Specialist (Mandarin Speaker) About Zeal Group Zeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a team of 700+ employees across the globe ??
Our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus ??
We are a product and people focused company who are passionate about growth, innovative technology, and collaboration ????
Key Responsibilities: What You'll be Doing Identifying and designing business processes for automation based on process assessment
Gathering business requirements from process owners and map work processes across various functions/departments Setting up, testing, implementing and monitoring automated workflows to ensure that business processes function at optimum efficiency without risk of error as per delivery lifecycle Monitoring and maintaining automation post-implementation and resolving any potential issues to ensure smooth business operations Producing process documentation in order to outline mistakes and successes and refine processes going forward Ensuring quality automation using Quality Assurance (QA) processes and prevent any potential bugs Identify areas of improvement and innovation by data analytics techniques to analyze conversation data and voice of customers. Working on requirement documentation, process flows and other tasks (e.g. solution design reviews, testing support, deployment plan). Assists in additional projects with analysis and execution for process/tools improvements, code optimization, development, and/or maintenance efforts for automation for the global operations team. You will play an essential role to: 1. Automation Development & Implementation Work with key stakeholders in user requirement analysis and identify solution in automating or digitalizing their existing processes and provide more effective/new way or working. Collaborate with business users to extract and identify automation opportunities in their existing IT and business operations, including process optimization, redesign and/or reengineering leveraging on Robotics Process Automation (RPA) / Artificial Intelligence technologies. Gather business requirements, design, develop, test, deploy and document the automation workflows. Embrace the RPA implementation best practices. Implement and configure programs, scripts and objects that are efficient, well structured, reusable, maintainable and easy to understand. Understand a call centre business process from a workflow diagram and to conceptualize it as an automated solution. Create and document test procedures, scenarios and cases for the pre-UAT and UAT phases. Configure and optimize solutioned workflows, scripts, and integrations to ensure efficient and accurate automation execution. Conduct testing and debugging of implemented solutions to identify and resolve issues or performance bottlenecks. Preparation and maintenance of source data for solutioned processes (Excel, email, PDFs, SQL dB, etc.). Ensure that solutions comply with security and governance policies. Thoroughly test packages in the environment it will be hosted in or supported deployment environments, with responsibility for overall testing cycle. Having call centre experience can be an advantage. 2. System Administration & Support Serve in different capacities as business process analyst, RPA developer, support and course trainer as assigned and/or required on multiple and simultaneous assignments. React on support requests from user, submitted by Service Desk thru our Service Desk tool, within Service Level Agreements (SLA) Solve incidents, requests and problems related to Automation or Digitalization Solution and services, based on own knowledge, published information, procedures Ensure that all cases reported by end users, are reported, and tracked in the agreed IT tracking tool Accountable for every assigned task for fixing, enhancement and delivering the right support. Adhere to the guideline for Incident, Problem and Change Management. What We Look For In You Bachelor's degree in Computer Science, Software Engineering, or a related field Ability to balance complexity and work independently with large amounts of information Minimum 2 year's experience with RPA technologies, writing technical documentation and documenting process flows/business requirements/API documentation/user guides Project management and service management lifecycle experience, involving IT implementations and UAT management Strong written and verbal communication skills with the ability to clearly document and explain business processes and automated solution designs and to present technical details to a non-technical audience Must be able to work on multiple initiatives simultaneously and prioritize assignments to deliver quality work in a timely manner Strong written and verbal communication skills with the ability to clearly document and explain business processes and automated solution designs and to present technical details to a non-technical audience Strong analytical and solid problem solving Medical Benefit Optical Benefit Life Insurance Meal Allowance Travel Allowance Health & Fitness Subsidy Staff Referral Bonus Program Long Service Rewards Interview process : Virtual Session with TA team – 30-minutes First interview with Hiring Manager – 1-hour Final interview with Head of Dept – 45-mins