Systems and Tools Manager
Systems and Tools Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Who we are
Were a leading global security authority thats disrupting our own category. Our encryption is trusted by the major ecommerce brands the worlds largest companies the major cloud providers entire country financial systems entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust an abstract idea to work. Thats digital trust for the real world.
Job summary
DigiCert is in the market for a technically savvy and supportminded Systems and Tools Manager to join our Customer Service Enablement team. In this role you will be the goto expert for managing and optimizing the systems tools and workflows that empower our customer support teams to operate efficiently and deliver exceptional service. Youll partner closely with Support Authentication IT and Product teams to maintain and enhance tools ensuring agents have what they need to deliver exceptional support and that our tech stack scales with the teams evolving needs.
DigiCert is the global leader in delivering private and public digital trust solutions. This is a handson role ideal for someone who thrives at the intersection of technology and user enablement and enjoys troubleshooting streamlining and building better systems.
What you will do
- Administer and configure support platforms (e.g. Salesforce Jira Slack integrations AI tools etc.) and other connected systems
- Troubleshoot toolrelated issues and support the daytoday needs of the support teams escalating to vendors or internal teams when needed
- Configure workflows triggers macros and automations to improve agent productivity
- Collaborate cross functionally with IT Product Engineering and Support teams to scope and implement new tools or system improvements
- Evaluate new tools and features that could benefit the Support teams assist in pilot programs and rollouts
- Monitor tool performance and support reporting needs by maintaining data integrity and structure proactively identify opportunities for improvement
- Define track and interpret key customer service and system performance metrics
- Maintain internal documentation and knowledgebase systems
What you have
- Tertiary qualification Salesforce Administrator Certification strongly preferred
- Jira Administrator or relevant certification with handson experience administering support platforms or similar tools
- 4 years experience in technical support IT operations or system admin role preferably in a SaaS or customer support environment
- Understanding of workflow logic automation rules or API integrations/usage with basic scripting is advantageous
- Strong troubleshooting and problemsolving skills with a passion for improving systems
- Comfortable working crossfunctionally and communicating with technical and nontechnical stakeholders
- Demonstrated project management experience: Managing several projects concurrently within set timeframes
- Organized proactive and usercentered in your approach to tool management with the ability to juggle multiple requests and working independently in a fastpaced environment
- Bonus: Familiarity with SQL scripting or dashboard/reporting tools (e.g. Tableau Power BI)
Benefits
- Provident Fund
- Medical Aid Gap Cover
- Employee Assistance Program
- Gym Reimbursement
- Life Insurance
- Disability Insurance
- Sabbatical
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Required Experience:
Manager
Employment Type
Full Time
