Desired Job Title
Technical Operations Specialist / OfficerWork Type
Full TimePart TimeSeasonal WorkLocation Preference
RemoteHybridOn-SiteLocation: Amman
Open to relocation: Yes
Bana Yassin
Technical Operations Specialist
Amman
Work Preference
Summary
Detail-oriented Technical Operations Specialist with expertise in managing digital platform operations and cross-platform site audits. Skilled in orchestrating administrative workflows, drafting user stories and acceptance criteria in Jira, and coordinating campaign setups across departments. Collaborates with development teams, QA, and executive leadership to enhance system performance and align digital products with business goals.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Technical Operations Officer
JO ACADEMY
08.2026 - Current
- Translated business requirements into functional specs, creating user stories and acceptance criteria in Jira to guide development teams.
- Audited cross-platform user journeys across web and mobile apps, identifying gaps and recommending feature enhancements through maintained site maps.
- Tracked bugs and platform feature updates in Jira, facilitating communication between business operations and technical development teams.
Senior Website Officer
JO ACADEMY
04.2025 - 07.2026
- Managed and executed end-to-end website content updates, banner deployments, and page modifications, ensuring strict alignment with digital service standards and company SOPs.
- Conducted regular website audits across browsers and devices to identify and resolve layout anomalies, broken links, and content publishing errors.
- Collaborated with QA and Development teams to diagnose and resolve technical website issues and front-end glitches, ensuring optimal user experience.
- Supported internal marketing campaigns by implementing tags and optimizing banner placements, managing page layouts to maximize visibility and engagement.
- Maintained technical documentation and change logs, identifying operational inefficiencies and proposing workflow improvements to enhance team processes.
- Guided and supported junior team members in troubleshooting technical issues and executing routine web tasks
Invigilator
British Council
04.2021 - 04.2025
- Supervised and administered high-stakes official examinations, ensuring compliance with international testing regulations and maintaining exam security protocols.
- Monitored examination rooms to maintain compliance with invigilation procedures and candidate conduct standards.
- Verified candidate identification and admission details before authorizing entry to assessment sessions.
- Prepared seating layouts, materials, and room conditions to support smooth exam delivery.
Project Coordinator
JO ACADEMY
04.2024 - 03.2025
- Coordinated cross-functional workflows among marketing, sales, operations, and IT teams to enhance visibility of campaign progress and operational deliverables.
- Managed project tracking with Bitrix24 and custom status sheets, facilitating timely task execution across departments.
- Participated in daily status alignment meetings with the CEO to report campaign updates, operational performance, and key milestones.
- Identified workflow bottlenecks and streamlined communication channels, aligning technical and business teams for improved collaboration.
Operations Officer
JO ACADEMY
01.2024 - 04.2024
- Managed full platform operational lifecycle via Admin Area, executing bulk card creations, course launches, teacher account provisioning, and session uploads to support seamless operations.
- Executed end-to-end setups for marketing campaigns, promotional packages, and product bundles to support commercial goals.
- Coordinated with the Marketing team and the CEO Office to prioritize and deliver high-visibility operational tasks and strategic initiatives, enhancing alignment across departments.
- Streamlined platform administrative workflows, ensuring data accuracy and timely delivery of educational offerings.
- Coordinated daily academy operations to maintain smooth class schedules and administrative flow.
Technical Support Specialist (L2)
JO ACADEMY
09.2023 - 12.2023
- Provided second-line technical support, investigating and resolving complex user access, account configuration, and system issues.
- Escalated tickets from L1 support, conducting initial diagnostic troubleshooting for web and mobile platforms to ensure timely resolution.
- Documented technical system bugs and platform behavior, providing clear reproduction steps to the development team for effective issue resolution.
Customer Service Representative
JO ACADEMY
06.2023 - 08.2023
- Managed high-volume customer inquiries via phone, live chat, and ticketing systems, successfully resolving issues related to platform access and user accounts.
- Assisted students and parents in navigating platform features, course enrollments, and technical troubleshooting, enhancing user experience.
- Escalated technical glitches and payment discrepancies to relevant L2 support teams, providing detailed documentation to facilitate resolution.
Education
Bachelor - Public Administration
The University of Jordan
Amman, Jordan 10.2018 - 09.2021
Skills
Bug reporting
Operations management
Operational efficiency
User experience design
Process optimization
Business optimization
Resource management
Employee performance
Organizational efficiency
Timeline
Technical Operations Officer
JO ACADEMY
08.2026 - Current
Senior Website Officer
JO ACADEMY
04.2025 - 07.2026
Project Coordinator
JO ACADEMY
04.2024 - 03.2025
Operations Officer
JO ACADEMY
01.2024 - 04.2024
Technical Support Specialist (L2)
JO ACADEMY
09.2023 - 12.2023
Customer Service Representative
JO ACADEMY
06.2023 - 08.2023
Invigilator
British Council
04.2021 - 04.2025
Bachelor - Public Administration
The University of Jordan
10.2018 - 09.2021