Ops Data Support Specialist

Company Overview

BARBRI is the recognised global leader in legal ed-tech. BARBRI provides a suite of technology-driven products and solutions serving students, professionals, law schools and law firms throughout the legal lifecycle, empowering every step of the legal education journey.

Job Summary

As the Operations Support Specialist you will be responsible for overseeing and optimising data, systems and software utilised by the Operations and Learning teams, and their functionalities, requirements and processes. This role requires strong data manipulation and analytical skills and attention to detail. The role will also include driving the ongoing development of content and features for BARBRI’s learning management systems. The Operations Support Specialist will be a key member of the Operations team and will establish a very close working relationship with the Learning & Business Systems, Development teams and other specialists to deliver excellent customer experience and support revenue growth.

Priorities for the business

• Driving Execution – Translate strategic priorities into operational reality; align communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure sustainable results.
• Building Partnerships – Identify opportunities and take action to build strategic relationships between one’s area and other teams to help achieve business goals.
• Leading Change – Identify and drive organisational and cultural changes needed to adapt to changing market demands, technology, and internal initiatives.

Position Responsibilities

Provide daily operational support for the business.

Escalated Queries

• Provide Tier 2 support for all escalated queries related to software and systems utilised by the company, e.g. the learning management system (BARBRI PSP & D2L), Salesforce, Calendly, Zapier, Zoom, and Dynamics.
• Follow through on escalated system-related issues, researching solutions or escalating these to a systems developer if needed.

Data

• Able to create, download, upload and manipulate complicated sets of data.
• Analyze data for business purposes.
• Assist in creating and maintaining real-time dashboards to track results, diversity, and other relevant data.
• Ensure data integrity across all integrated systems and tools.

Salesforce

• Become a super user on Salesforce and know how to create and update all elements of our products/courses and dashboards.
• Payment management/troubleshooting between Salesforce and CyberSource.
• Maintain the product/course catalogue, payment schedules and coupon codes within Salesforce, conducting regular audits to ensure accuracy.

Communication

• Keep in close contact with US Tech, Development Operations and Operations Support teams so that the UK team is aware of and prepared for larger company-wide process and updates.
• Fully utilise our project management system WRIKE to ensure tasks are documented and completed within agreed timeframes.

System Management

• Identify operational deficiencies and areas for process improvement and redesign; document findings and prepare recommendations.
• Test new applications, products, and processes to ensure they meet requirements; test online content across browsers and operating systems and log issues for the development team.
• Drive future development and enhancement of all digital systems.
• Coordinate with vendors, including video/media platforms, shipping/distribution, and customer incentive procurement.
• Develop training for support staff on system functionality and empower them to resolve issues before escalation.
• Create and review guides for systems for employees and tech support.

Course Oversight

• Participate in the ideation of new courses and subsequent debriefs.
• Become a knowledge ambassador for all courses to understand where system or process changes could improve effectiveness.
• Assist the Operations & Learning teams in the creation and delivery of all SQE1, SQE2 and other related products.

Generally

• Act as a role model and ambassador for the Company, enhancing brand awareness and perception.
• Carry out a wide range of activities to ensure the success of the global business.
• Attend and contribute to team meetings.
• Track and report project updates to your line manager.

Qualifications And Experience

• A love for data, excellent analytical skills and logical thinking.
• Bias for action, change and maximising current processes.
• Bachelor’s degree or relevant experience in a support role.
• Experience in a similar data-driven role.
• Experience in CRM (Salesforce preferred).
• Experience in Excel and Microsoft Office software.
• Self-motivated, able to work with minimal supervision under tight deadlines.
• Detail-oriented, efficiently handling complex information.
• Strong technical aptitude.
• Motivated and willing to learn new things.
• Professional communication skills.
• Ability to effectively manage and prioritise delegated tasks.

Benefits

• 25 days annual leave + bank holidays.
• Pension contributions.
• Private health insurance.
• Employee Assistance Programme.
• Season ticket loan.
• Optical care benefits.
• Mobile phone expense reimbursement.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties as assigned by their supervisor.

At Barbri, we believe that investing in our employees leads to mutual success. Join us and be part of a passionate team dedicated to transforming education through innovative technology.

Barbri is an equal opportunity employer and is committed to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Qualified applicants will receive consideration for employment without regard to these characteristics.

We believe that diversity fosters creativity, innovation, and success. We are dedicated to creating an inclusive environment where all employees feel valued, respected, and empowered to contribute their unique perspectives and talents.

Join us in our mission to empower individuals through education and technology. We welcome candidates from all backgrounds to apply and help us build a diverse and inclusive workforce.