Senior Service Delivery Specialist

About Kefron

Kefron is a family-owned document and information management company. Kefron is a people business and we are experts in what we do. People like doing business with people who work closely with them to understand their needs. That is why we recognise that our core strength is our people and because of this, our people pride themselves in getting things right.

Our Vision: Our brands in everybuilding

Our Mission: To get closer to our customers. See the need, deliver the solution

Our Values:

• Passion &Pride

• Security &Trust

• Initiative &Ownership

Job Title: Service Delivery Specialist

Department: Daily Operations |

Reports to: Service Delivery Manager

Location: Poland – remote; Ireland – hybrid

Salary Range: Up to €40,000 annually

About the Role

We are looking for an experienced and highly analytical Senior Service Delivery Specialist to act as the technical escalation point for complex issues across our application support and data extraction services.

This is a hands-on technical role focused on investigating and resolving complex incidents, troubleshooting application and data issues, improving document processing workflows, and identifying the root causes of recurring problems. You will work closely with Operations, Development, Product, and other teams to ensure issues are resolved effectively while continuously improving the stability and efficiency of our services.

A key part of the role is developing deep expertise in the systems that support our operations. ChronoScan is a core platform within our data extraction environment, and you will be expected to become an advanced user capable of troubleshooting, configuring, and improving complex document processing and data capture workflows.

As a Subject Matter Expert, you will also help strengthen the technical capability of the wider team by sharing knowledge, documenting solutions and processes, supporting colleagues with complex cases, and identifying opportunities for automation and continuous improvement.

The ideal candidate is technically curious, analytical, and self-driven. You should be comfortable investigating unfamiliar problems independently, digging into system behavior, working with SQL and scripting, and taking ownership of complex technical issues from investigation through to resolution.

Work Model & Location

• Poland: Fully remote

• Ireland: Hybrid setup, with an anchor day in the office every second Monday

Key Responsibilities(Key Responsibilities include, but may not be limitedto)

• Act as the primary Tier 3 escalation point for complex technical issues, high-priority incidents, and operational or workflow blockers, taking ownership through investigation to resolution.

• Use SQL to investigate data issues, validate records, identify discrepancies, and support troubleshooting across applications and databases.

• Maintain, troubleshoot, and enhance existing VBScript and automation scripts, supporting reliable and efficient operational workflows.

• Develop strong expertise across Kefron’s internal applications and tools, with particular focus on becoming an advanced user of ChronoScan, including configuration, troubleshooting, and complex data capture rules.

• Use HubSpot Service Desk effectively to manage escalations, workflows, ticketing processes, documentation, and operational reporting.

• Independently investigate and reproduce software issues, bugs, and edge cases, working methodically to identify root causes and potential resolutions or workarounds.

• Collaborate with Operations, Product, Development, and other relevant teams to resolve technical issues and improve application stability and operational processes.

• Identify opportunities to improve, simplify, and automate existing technical and operational workflows.

• Act as a Subject Matter Expert (SME) within the team, sharing technical knowledge, supporting colleagues with complex issues, and helping raise the overall technical capability of the function.

• Create and maintain clear technical documentation, troubleshooting guides, known-error documentation, and operational procedures to improve knowledge sharing and reduce dependency on individual team members.

Key Requirements & Qualifications

Technical Skills:

• SQL:Strong practical SQL skills, with the ability to build and analyse complex queries, investigate data issues, validate records, and support database-level troubleshooting.

• Scripting & Automation:Hands-on experience with VBScriptor similar scripting languages, with the ability to understand, troubleshoot, maintain, and enhance existing scripts.

• HubSpot:Strong practical knowledge of HubSpot, ideally including Service Desk functionality, workflows, pipelines, custom properties, automation, and reporting.

• Data Extraction:Experience with data capture, document processing, OCR, or data extraction technologies is advantageous. The successful candidate will be expected to develop advanced operational expertise in ChronoScan.

• A structured and analytical approach to troubleshooting, with the ability to investigate issues beyond the immediate symptoms and identify underlying causes.

• Comfortable independently researching unfamiliar technical issues and exploring system behavior to determine how and why something is working—or failing.

• Self-directed and curious, with a willingness to continuously develop knowledge of the organisation’s technology stack.

• Proactive in identifying recurring issues, inefficiencies, and opportunities for automation or process improvement rather than simply resolving individual incidents.

• Comfortable working with ambiguity and taking ownership of complex problems where the solution may not be immediately obvious.

Technical Mindset & Problem Solving:

• Strong technical aptitude with the ability to quickly understand complex applications, integrations, workflows, and internal systems.

• A structured and analytical approach to troubleshooting, with the ability to investigate issues beyond the immediate symptoms and identify underlying causes.

• Comfortable independently researching unfamiliar technical issues and exploring system behavior to determine how and why something is working—or failing.

• Self-directed and curious, with a willingness to continuously develop knowledge of the organisation’s technology stack.

• Proactive in identifying recurring issues, inefficiencies, and opportunities for automation or process improvement rather than simply resolving individual incidents.

• Comfortable working with ambiguity and taking ownership of complex problems where the solution may not be immediately obvious.

Soft Skills & Communication:

• Fluent English, both written and spoken, with the ability to communicate technical information clearly to technical and non-technical stakeholders.

• Strong customer service mindset, with a focus on quality, clarity, responsiveness, and effective issue resolution.

• Excellent attention to detail and a high level of ownership and accountability.

• Able to work independently while collaborating effectively across Operations, Product, Development, and customer-facing teams.

• Willingness to share knowledge, mentor colleagues, and contribute to continuously improving the technical capability and operational maturity of the wider team.

  
  

Right To Work

Applicants must have the legal right to work in Ireland in accordance with Irish law.

Kefron is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity. If you have a disability or special need that requires accommodation, please let us know.