Analyst - Journal Operations

Skills this role screens for

About the role

SAGE Publication is hiring for the role of Analyst - Journal Operations!

The work

Responsibilities of the Candidate

• Manage Journal Operations inboxes while consistently meeting customer satisfaction, productivity, quality, and SLA targets.
• Handle author and customer queries promptly, ensuring accurate resolution and a positive customer experience.
• Work across multiple systems and platforms, including ScholarOne, STS, SMART, and the Sage Open Access Portal.
• Develop, maintain, and optimize canned responses to improve efficiency and consistency in communications.
• Prepare and maintain daily productivity and performance reports.
• Contribute to the creation, maintenance, and continuous improvement of internal and external knowledge-base articles, ensuring content remains accurate and up to date.
• Continuously enhance knowledge of operational processes, systems, products, and business requirements through self-driven learning.
• Build and maintain effective working relationships with key stakeholders across the organization.
• Identify team training requirements and support the development of learning materials, including RISE and REACH courses.
• Support team members in developing specialized process expertise and enhancing overall team capability.
• Provide operational support across Journal Operations functions and facilitate coordination between different Open Access process streams.
• Proactively identify process improvement opportunities and recommend solutions for local and global implementation.
• Represent the team in Continuous Improvement Initiatives (CII) and other process enhancement forums.
• Participate in meetings and collaborative discussions with global stakeholders during and, when required, outside standard business hours.

Who they want

Requirements

• Strong written and verbal communication skills.
• Excellent customer service and stakeholder management abilities.
• Effective time management, prioritization, and organizational skills.
• High levels of accountability and attention to detail.
• Proficiency in Microsoft Excel is desirable but not essential.
• Familiarity with systems such as A2R, SMARTJ, ScholarOne, and STS is desirable but not essential.
• Ability to work independently while contributing effectively within a collaborative team environment.
• Strong analytical and problem-solving capabilities.
• Graduate or Postgraduate degree in any discipline.
• 1-2 years of relevant customer service, publishing, journal operations, or process management experience.