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Administrative and Analytical Support

• Assist Engineering Operations leaders with administrative tasks and data analysis.
• Document meeting notes and action items for the Engineering and Cloud teams.
• Review Root Cause Analysis (RCA) documents, ensuring resolution and timely closure of RCA cases.
• Analyze ServiceNow cases to identify key issues for engineering improvement discussions.
• Facilitate resolution and progress tracking for improvement initiatives.

Customer Recovery Project Management

• Lead and execute assigned customer recovery projects in Engineering Operations.
• Maintain and manage data repositories/SharePoint for customer escalation records.
• Organize review meetings for customer escalations and ensure follow-up actions are completed.

Project Tracking and Dashboard Analytics

• Develop and maintain dashboards to monitor the performance of Engineering groups in ServiceNow.
• Provide real-time dashboards for daily and periodic reviews by Engineering Operations leaders.
• Coordinate with internal teams, including Customer and Professional Services groups, to standardize ServiceNow case analysis and reporting processes.

Performance Scorecards and Metrics

• Create and maintain scorecards to track ticket performance and identify trends.
• Monitor cases assigned to triage and engineering teams, tracking metrics like Mean Time to Resolution (MTTR).
• Manage action trackers and task boards for Triage, Cloud, and Engineering teams.

Cross-Functional Collaboration and Issue Resolution

• Drive cross-functional actions to resolve aged customer defect and problem cases.
• Manage and triage problem-type tickets for Cloud operations.

Cloud Financial Operations (FinOps)

• Monitor and manage cloud budgets and operational costs across Azure and AWS platforms.
• Support Cloud FinOps initiatives by tracking, optimizing, and reporting infrastructure expenses.

Talent Management and Team Building

• Assist in the recruitment and hiring process for the Cloud and DevOps groups.

Education and Experience:

• Bachelor’s degree in a related field (Engineering, Computer Science, or equivalent).
• Proven experience in operations, data analysis, or project management.

Technical Skills:

• Proficiency in using ServiceNow or similar platforms for case management.
• Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
• Familiarity with cloud platforms like Azure and AWS, including FinOps practices.

Soft Skills:

• Strong organizational and time management skills.
• Excellent communication and collaboration abilities to work across teams.
• Problem-solving mindset with a focus on driving results and continuous improvement.

Preferred Experience:

• Background in engineering operations or technical support functions.
• Experience with customer escalation management and RCA processes.
• Understanding of DevOps team dynamics and talent acquisition processes.

Administrative and Analytical Support

• Assist Engineering Operations leaders with administrative tasks and data analysis.
• Document meeting notes and action items for the Engineering and Cloud teams.
• Review Root Cause Analysis (RCA) documents, ensuring resolution and timely closure of RCA cases.
• Analyze ServiceNow cases to identify key issues for engineering improvement discussions.
• Facilitate resolution and progress tracking for improvement initiatives.

Customer Recovery Project Management

• Lead and execute assigned customer recovery projects in Engineering Operations.
• Maintain and manage data repositories/SharePoint for customer escalation records.
• Organize review meetings for customer escalations and ensure follow-up actions are completed.

Project Tracking and Dashboard Analytics

• Develop and maintain dashboards to monitor the performance of Engineering groups in ServiceNow.
• Provide real-time dashboards for daily and periodic reviews by Engineering Operations leaders.
• Coordinate with internal teams, including Customer and Professional Services groups, to standardize ServiceNow case analysis and reporting processes.

Performance Scorecards and Metrics

• Create and maintain scorecards to track ticket performance and identify trends.
• Monitor cases assigned to triage and engineering teams, tracking metrics like Mean Time to Resolution (MTTR).
• Manage action trackers and task boards for Triage, Cloud, and Engineering teams.

Cross-Functional Collaboration and Issue Resolution

• Drive cross-functional actions to resolve aged customer defect and problem cases.
• Manage and triage problem-type tickets for Cloud operations.

Cloud Financial Operations (FinOps)

• Monitor and manage cloud budgets and operational costs across Azure and AWS platforms.
• Support Cloud FinOps initiatives by tracking, optimizing, and reporting infrastructure expenses.

Talent Management and Team Building

• Assist in the recruitment and hiring process for the Cloud and DevOps groups.

Qualifications

Education and Experience:

• Bachelor’s degree in a related field (Engineering, Computer Science, or equivalent).
• Proven experience in operations, data analysis, or project management.

Technical Skills:

• Proficiency in using ServiceNow or similar platforms for case management.
• Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
• Familiarity with cloud platforms like Azure and AWS, including FinOps practices.

Soft Skills:

• Strong organizational and time management skills.
• Excellent communication and collaboration abilities to work across teams.
• Problem-solving mindset with a focus on driving results and continuous improvement.

Preferred Experience:

• Background in engineering operations or technical support functions.
• Experience with customer escalation management and RCA processes.
• Understanding of DevOps team dynamics and talent acquisition processes.

Education and Experience:

• Bachelor’s degree in a related field (Engineering, Computer Science, or equivalent).
• Proven experience in operations, data analysis, or project management.

Technical Skills:

• Proficiency in using ServiceNow or similar platforms for case management.
• Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
• Familiarity with cloud platforms like Azure and AWS, including FinOps practices.

Soft Skills:

• Strong organizational and time management skills.
• Excellent communication and collaboration abilities to work across teams.
• Problem-solving mindset with a focus on driving results and continuous improvement.

Preferred Experience:

• Background in engineering operations or technical support functions.
• Experience with customer escalation management and RCA processes.
• Understanding of DevOps team dynamics and talent acquisition processes.

With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.