Engineering Program Manager, Service Desk Management
hace 24 mins

Shopify is now permanently remote and working towards a future that is digital by default. Learn more about what this can mean for you.

About the roleAt Shopify, our business operations run in the cloud and we have a diverse landscape of SaaS based applications and custom developed applications.

As the business grows, we need to scale our operations quickly. Building and constantly evolving the integration of our business systems is an essential part of scaling our business, generating leverage and getting more efficient at operating the business.

As part of the Technology Acceleration team, you will be a key player in shaping our business system landscape - from integration to acceleration.

Our team is dedicated to making Business Systems better for everyone at Shopify and by being constant learners about emerging technology.

In this role, you will help to establish the vision for our company-wide internal employee support strategy, while working with several teams to accomplish it.

We are looking for someone who enjoys keeping up to date on the newest technology and exploring creative ways of using this technology in our ecosystem.

As we grow, we constantly assess the ways in which we offer internal service desk support at Shopify. Whether it’s troubleshooting employee hardware, system access requests, booking travel or even onboarding a team onto our helpdesk system, we need to provide a rich support experience regardless of role or location.

Through the implementation of creative, technical and data-driven solutions, we’re looking for someone to help us reduce barriers when it comes to offering internal service desk support.

Responsibilities :

  • Driving our internal support strategy and associated product roadmap
  • Designing a holistic approach of offering support through technology
  • Analyzing service desk data for future technical builds
  • Leading strategic planning sessions with our service desk admin team
  • Creating a consistent support structure for all teams handling service desk requests
  • Writing end user documentation to support our fast-growing organization
  • Managing stakeholder and vendor relationships in this space
  • Requirements :

  • Experience with Freshservice (or similar IT Service Management and / or ticketing system)
  • Scaling internal helpdesk environments
  • Understanding of complex service desk workflows configuration
  • Passion for researching new technologies, deploying them company wide and tracking adoption
  • Ability to collaborate with various teams and stakeholders on creative solutions
  • Drive to organize tasks based on impact to the users and company
  • Strong presentation skills for all audiences
  • Exposure to Tableau, Mode, or similar data visualization tools
  • Understanding of SQL techniques
  • Bonus experience :

  • Working knowledge of Git and Github
  • Development experience in languages such as : Ruby, Javascript, JQuery, Liquid, HTML / CSS
  • Experience comes in many forms, many skills are transferable, and passion goes a long way. If your background is *thisclose* to what we’re looking for, please consider applying, even if you aren’t able to check every box above.

    This posting will close on Friday, July 3rd, 2020 at noon EST. At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard.

    Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone.

    We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and / or people with intersectional identities.

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