End-User Technology Specialist

3 semanas atrás

São Paulo, São Paulo, Brasil DocuSign, Inc. Tempo inteiro
About the Role

We are seeking a highly skilled End-User Technology Specialist to join our team at DocuSign, Inc. This is a unique opportunity to work with a leading company in the e-signature and contract lifecycle management industry.

Key Responsibilities
  • Collaborate with Global IT staff members to analyze and resolve complex technical issues
  • Provide operations support, including account management, workflow, log analysis, troubleshooting, and service optimization
  • Act as an escalation point within the team for complicated technical issues
  • Assist in developing, documenting, and implementing standard operating procedures and customer service guidelines
  • Perform systems analyst activities and make recommendations in areas that require a high level of technical competency
  • Participate actively as a Global IT member and participate on Global Projects when needed
  • Provide technical direction and supervision to junior staff members in the development and implementation of systems or in problem-solving
  • Lead automation efforts, serve as a liaison between EUS Ops and EUS Engineering teams, and provide leadership for the team
  • Assist in developing user documentation and departmental policies and procedures that impact the use of systems and services
  • Provide after-hours on-call support and be on a rotation schedule with other staff members
  • Perform analysis, installation, maintenance, and upgrade of Windows and Mac-based OS and client-side applications
  • Support local DocuSign Offices via helpdesk ticketing systems and understand when to raise priority issues
  • Document clearly all actions performed to resolve the service request in the IT Service Management System
  • Respond to incoming IT Service Requests via phone, email, self-service, or walk-up requests
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent work experience
  • Availability for occasional off-hours and weekend work as needed
  • ITIL Foundations certification, Practitioner certification, or equivalent knowledge of the ITIL framework
  • 3+ years of experience with at least 4 years leading teams
  • Demonstrated experience in project management, successfully delivering complex IT projects on time and within budget
  • Experience with JAMF/Intune endpoint management software
  • Experience with PowerShell (or any other language) scripting
  • Experience with Google Workspace management and support
  • Experience with ServiceNow or similar ticketing systems
  • Experience with AWS
Preferred Qualifications
  • Certifications such as ITIL or PMP
  • Automation-focused mentality with experience automating tasks and workflows
  • Proficiency in scripting and automation using PowerShell, Bash, Python, or equivalent tools
  • Strong partner management and business relationship skills, with the ability to influence and collaborate at all levels of the organization
  • Fantastic communication and interpersonal skills, with the ability to effectively convey complex technical concepts to non-technical stakeholders
  • Excellent problem-solving and data-driven decision-making skills, with the ability to think strategically and implement innovative solutions
  • Ability to work in a fast-paced, dynamic environment and effectively prioritize numerous tasks
  • Familiarity in complex enterprise application environments with integrations and customizations to support multiple business processes
  • Knowledge and experience in high-scale, highly available systems
  • Strong team player but also able to work independently with minimal supervision
  • Strong vendor management skills, with the ability to negotiate contracts and monitor performance
  • Proven track record of using automation tools and development expertise to create and deliver time and effort-saving efficiencies in support of End User Services
About DocuSign, Inc.

DocuSign is committed to building trust and making the world more agreeable for our employees, customers, and the communities in which we live and work. We strive to create a workplace where every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life.

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