Shared Services Technical Operations Lead

Purpose of Position: Provide day-to-day assistance to the team on the performance of daily tasks.
The Shared Services Technical Operations & Documentation Lead is responsible for managing and documenting the functionality of key business equipment and systems including production printers mail machines folding machines and software platforms such as Planet Press and Quickbase. This role oversees vendor and contract documentation ensuring operational efficiency and compliance across the Shared Services department.

Essential Functions:

• Develop maintain and troubleshoot automated workflows using Planet Press WASP and QuickBase.
• Collaborate with the leadership team to ensure proper configuration and integration of production printers mail machines folding machines and related systems.
• Collaborate with IT and business leaders to implement system enhancements and resolve technical issues.
• Collaborate with the leadership team to create and maintain detailed documentation for all technical systems workflows and operational procedures.
• Document vendor requirements service-level agreements (SLAs) and contract terms for all equipment and software.
• Maintain a centralized repository of documentation in SharePoint to support audits training and knowledge sharing.
• Coordinate with leadership and vendors to ensure timely renewals compliance with contract terms and resolution of service issues.
• Expedite the collection of signatures for documents and contracts.
• Track and document all vendor interactions equipment specifications and maintenance schedules.
• Support procurement and legal teams with contract reviews and documentation.
• Support physical and digital inventory audits and ensure alignment with operational needs.
• Serve as a Project Coordinator for initiatives across Choice Administrators and Word and Brown Divisions.
• Interact with clients vendors and visitors in a friendly and professional manner.
• Assign and track project tasks ensuring timely completion and alignment with project goals.
• Facilitate cross functions meetings prepare project documentation and report on progress to stakeholders.
• Identify opportunities to streamline Shared Services operations through automation and improved documentation.
• Develop and implement best practices for system usage vendor engagement and project execution.
• Provide training and support to team members on systems and documentation standards.
• Demonstrate knowledge and proficiency of all normal daily tasks of the unit/department.
• Answer questions from team members on the performance of daily tasks.
• Fill in for team members who are out of the office.
• Delegate work as needed to ensure even distribution of workload amongst the team.
• Make recommendations to management on improving efficiency or streamlining processes.
• Discuss any performance deficiencies of a team member with management including punctuality and attendance issues.
• Provide feedback to management only on Performance Reviews for the team (do not discuss issues directly with employees).
• On-site or remote regular attendance and punctuality are essential functions of the job.

Knowledge Skills & Abilities Required:

• 3 years of experience in technical operations documentation or systems administration.
• Hands-on experience with Planet Press and Quickbase (or similar platforms).
• Strong technical writing and processing documentation skills.
• Familiarity with vendor management and contract lifecycle processes.
• Excellent organizational and communication skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Knowledge of Shared Services or enterprise support environments.
• Background in print/mail and inventory systems is a plus.
• Must possess a valid California drivers license have and maintain proper car insurance.
• Ability to perform all essential functions of the unit.
• Knowledge of Orion Pegasus and proprietary software.
• Proficient in Microsoft Office programs including Word Excel PowerPoint as well as Outlook.
• Adhere to all PHI (Protected Health Information) and HIPAA (Health Insurance Portability and Accountability Act) guidelines.

Educational Requirements:

• High School Diploma or equivalent required.
• College graduate or prior Team Leader/Supervisor experience preferred.

Physical Requirements: Must be able to sit for extended periods of time and occasionally stand and walk. Must have adequate hearing for phone work. Vision requirements include close vision and the ability to adjust focus. Must be able to communicate effectively in English. Must be able to use a keyboard and other office equipment. Ability to lift up to 50 pounds occasionally.