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Date Added: Wed 26/05/2021

Slack Enterprise Service Manager

Baltimore, MD, US
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Job Type: Permanent, FullTime

Job Description

Responsibilities :
In this role, you will be a Staff Service Manager for our Slack Enterprise Grid environment:

  • Partnering closely with a Sr. Product Manager on implementation of strategic enhancements and evolution to our Slack Enterprise Grid environment at Disney
  • Administer and lead operational activities executed by self and partners in the day-to-day work necessary for supporting our Slack organization and workspaces across Disney, and designing and implementing automation to support the platform and its customers.
  • Providing governance over the Slack environment (integrations, security policies, and records retention) and ensures service is meeting expectations of our businesses through regular executive and partner stakeholder engagement
  • Partnering closely with workspace owners and admins on overall health and security of the environment
  • Performing regular audits of Slack environment in coordination with security teams
  • Gather requirements for business processes and determine ways to optimize/improve Slack setup, onboarding for teams and departments, and partnering with a software engineer on automating fulfillment of common user and workspace admin requests
  • Developing and reporting on SLA metrics and KPIs for services
  • Stay current on developments within the IT space and provide recommendations on ways to automate, improve user experience, and deliver our services more efficiently.
  • Partnering with Product Managers, Solution Architects and Software Engineers to identify opportunities for improved user experience, increased agility and availability

Basic Qualifications :

  • 6+ years of experience in IT Operations or IT Support in an enterprise environment
  • 2+ years of experience in team lead or supervisory roles
  • Proficiency and deep awareness of collaboration platforms and tools space (Office 365, G Suite, Slack, Box, Quip, Dropbox, etc.) - You consider yourself a champion / expert-level user of 2 or more of these tools
  • Intermediate-to-Expert level knowledge of Slack as a user and administrator
  • 3+ years of experience in IT Operations or IT Support in an enterprise environment
  • Experience leading support ticket management and tracking

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