Company Overview
DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.
What you’ll do
The IT Operations Analyst will help transform and influence the team responsible for delivering world-class support and service to DocuSign employees. This role will strongly influence the evolution of workflows and processes into a fully automated self-service platform for common IT end user requests. The IT Operations Analyst will primarily interact with IT support staff, various infrastructure, security and operations teams to bring solutions into day-to-day service delivery of End User Services.
This position is an individual contributor role reporting to the Senior Manager of IT Operations.
Responsibility
- Work with Global IT staff members to analyze and resolve problems associated with 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 development, documentation, and implementation of 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
- Assume greater leadership role, utilizing broader knowledge and high level technical skills
- Assist in developing user documentation and departmental policies and procedures that impact the use of systems and services
- Provide after hours on call support in addition to being 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 Help Desk ticketing system and understand when to escalate 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
- Perform other related duties as assigned
Job Designation
In Office: Employee works from the physical workspace 100% of the time.
Positions at DocuSign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within DocuSign. DocuSign reserves the right to change a position’s job designation depending on business needs and as permitted by local law.
What you bring
Basic
- Bachelor’s degree in Computer Science, Information Technology, or a related field or equivalent work experience
- 5+ years of experience
- 4+ years of experience leading teams
- Experience automating tasks and workflows
- Experience conveying complex technical concepts to non-technical stakeholders
- Experience with and technical knowledge of JAMF/Intune endpoint management software, PowerShell scripting (or any other language), Google
- Workspace management and support, ServiceNow or similar ticketing system, and AWS
- Experience in project management, delivering complex IT projects on time and within budget
- Experience automating tasks and workflows
Preferred
- Problem-solving and data-driven decision-making skills, with the ability to think strategically and implement innovative solutions
- Communication and interpersonal skills
- Stakeholder management and business relationship skills, with the ability to influence and collaborate at all levels of the organization
- Automation focused mindset
- Ability to work in a fast-paced, dynamic environment and effectively prioritize multiple tasks
- Familiarity with a complex enterprise application environment with integrations and customizations to support multiple business processes
- Knowledge and experience in high scale, highly available (99.99+) 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
- ITIL or PMP certification
- Automation-focused mindset
- 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
Wage Transparency
Based on applicable legislation, the below details pay ranges in the following locations:
Washington and New York (including NYC metro area): $34.28/hour – $48.08/hour base salary
This role is also eligible for bonus, equity and benefits.
Life at DocuSign
Working here
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. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal.
We each have a responsibility to ensure 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. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.
Accommodation
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures. If you need such an accommodation, including if you need accommodation to properly utilize our online system, you may contact us at accommodations@docusign.com.
If you experience any technical difficulties or issues during the application process, or with our interview tools, please reach out to us at taops@docusign.com for assistance.
Applicant and Candidate Privacy Notice
States Not Eligible for Employment
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.
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