Tech Process Senior Associate - TechOps - Tech Admin Service Desk

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At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

As a Tech Process Senior Associate - Tech Admin / Service Desk, you will be responsible for the technical maintenance of large amounts of content/rules/configurations in CRM tools and escalation paths. Day to day, you will work with Subject Matter Experts, Program Managers, Service team managers, and Engineers.You will shape and maintain a technically rigorous process that will grow with the project and shape the future of CRM tool administration for Google.

Position Responsibilities

• Maintain the overall support ecosystem through technical expertise and consultation in the configuration and administration of :
• Help Center contact flows, contact forms and agile configurations such as alerts and notifications, promotions, etc.
• CRM taxonomy, consult forms, and response automation
• Effectively triage and resolve issues escalated by support agents through CRM platform UI and internal stakeholders.
• Engage with frontline agents, second level teams, and product experts understand the technical issue behind escalation
• Connect different escalations to consolidate issues and determine scale/priority
• Master the CRM admin platform and confidently make technical changes with minimal support.
• Provide trusted advice to critical stakeholders across orgs about the correct implementation for them to satisfy their service requirements
• Own end-to-end projects of CRM tool updates for service teams in terms of stakeholder management, issue scoping, solution design, technical implementation, comprehensive scenario testing and ongoing maintenance.
• Engage with critical stakeholders across multiple orgs like Eng, sales & service teams, product expert teams, to ensure smooth deployment of critical project tasks, new launches, and to resolve global issues faced by service teams.
• Understand service teams setup and proactively offer practical technical resolutions with a positive attitude. Offer additional tips, best practices and workarounds, related to their setup, whenever possible.
• Recognize trends and efficiency improvement opportunities, and propose new processes as needed to address them.
• Perform ad-hoc analyses as required and maintain documentation and checklists.
• Execute business as usual (BAU) functions (e.g. issue triage ,troubleshooting and CRM infrastructure maintenance)
• Complete end to end testing in a controlled test environment to identify root cause and verify prior to publishing changes in the production environment. Provide detailed process documentation for tests and changes for stakeholders.
• Maintain state-of- the-art subject matter expertise (SME) on existing and planned technologies, including related products and services.
  

Qualifications

Minimum Qualifications

• Experience displaying excellent relationship building, collaboration and negotiation skills; strong communication.
• Proven capability of surfacing trends across projects.
• Willingness to learn new processes, with constantly developing products.
• Ability to bring efficiency to the team in resolving large implementations by leveraging Google sheets, automation, etc.
• Sense of urgency. Escalates product issues when appropriate; maintains a sense of problem ownership to drive all issues to successful resolution. Strives to turn around issues with an efficient and effective approach
• Capable of juggling a number of priorities and delivering results on time in a high pressure, dynamic environment.
• Entrepreneurial, self-motivated and a team player with a sense of humor.
  
  

Preferred Qualifications

• Experience displaying excellent relationship building, collaboration and negotiation skills; strong communication.
• Proven capability of surfacing trends across projects.
• Willingness to learn new processes, with constantly developing products.
• Ability to bring efficiency to the team in resolving large implementations by leveraging Google sheets, automation, etc.
• Sense of urgency. Escalates product issues when appropriate; maintains a sense of problem ownership to drive all issues to successful resolution. Strives to turn around issues with an efficient and effective approach
• Capable of juggling a number of priorities and delivering results on time in a high pressure, dynamic environment.
• Entrepreneurial, self-motivated and a team player with a sense of humor.
  
  

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences
  
  

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you dont hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com.

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