Tech Process Senior Associate - TechOps - Tech Admin / Service Desk

Requirements

• BS degree (Typically requires BE/ BTech/ BS in Electronics & Telecommunication or Computer Science or related field) or any BA degree with certifications in coding languages or Computer Science related fields.
• 2+ years experience in planning and implementing high visibility cross functional projects.
• OR, 3+ years of experience in a technical administration, sales engineering, content management, or equivalent role.
• Proven track record building and managing strong internal stakeholder relationships.
• 2+ years experience recommending solutions with risk assessments/cost-benefit analysis and a user-centric focus.
• Strong stakeholder management, communication skills, oral and written; able to engender trust and respect of peers and stakeholders.
• Experience creating and maintaining contact flows for external clients and escalation paths for internal teams.
• Experience of operating within cross-functional teams (e.g. engineering, product management, sales, implementation).
• Excellent problem solving, troubleshooting and analytical skills.
• 1.5 + year experience of basic coding skills on HTML and SQL or Python.
• Excellent troubleshooting skills on assigned cases within Service Level Agreements.
• Working knowledge of service delivery, displayed through either certifications or work experience.
• 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-mot

Additional Information

Join Us! 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 Technical Administrator, 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 Proficient in 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.

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