Full-Time Systems and Support Operations Manager

Working as a member of the Support Operations Team, this role will provide day-to-day support, maintenance, and implementation of new features across multiple channels and brands in our Zendesk instance.

You will play a pivotal role in the ongoing success of our Support Teams and the wider Customer Experience function through the implementation and ownership of customer-focused processes, systems management and reporting, while promoting consistency and the adoption of best practice.

You will work closely with key stakeholders to develop and refine workflows to meet the needs of both the Support Team and the wider Customer Experience team through accurate reporting and change management, with a customer-centric lens on all of the work completed within the team.

Collaborating across multiple functions including our Systems, Engineering and Go to Market Teams, you will ensure we are able to report on the success of our Customer Experience teams, and keep customers informed of our system health via Status Page and degradation reporting.

1. Maintenance and optimization of Turnitin’s Zendesk instance
2. Review Triggers, Automations, Views and Macro’s, ensuring that these are up to date, and retired as needed
3. Build workflows, including capturing relevant analytics that can be used for driving process improvement, measuring agent performance, and enhancing end-user experience
4. Provide support for Zendesk end users internal to Turnitin when they have requests or service issues
5. Work with Zendesk Support, Turnitin Systems Team and Third Party Vendors
6. Work with Zendesk support as needed to understand any service issues, system needs and support requests
7. Perform upgrades and configurations as required on the different support channels offered through Zendesk (email and messaging)
8. Provide operations support within Zendesk, working through feature requests, updates, and maintenance of Zendesk
9. Provide support for new feature deployments, internal testing, and rollout of changes across all departments
10. Management of Turnitin’s Zendesk account
11. Audit user permissions on a monthly basis, ensuring that we are tracking against forecast on our flexible licensing model, and users who are not actively utilising their accounts are downgraded
12. Review access requests for both agents and members of other teams across the business, ensuring that the correct roles and access are provided, without incurring unnecessary costs
13. Partner with leadership and peers to develop and maintain Zendesk policies and processes, ensuring that Standard Operating Procedures are produced and maintained at a regular cadence.

Reporting:

Design, deliver and maintain technical monitoring reports and dashboards, across multiple systems, to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner.

Contribute to the P0 process and subsequent postmortem and degradation report activity, ensuring that customer impact analysis is available.

Ownership of public facing system monitoring tools (statuspage) from a Customer Experience perspective, always operating with a customer-centric mentality.

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