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User Onboarding and Lifecycle Manager
2 weeks ago
Support Operations Specialist
Job Overview:We are seeking a detail-oriented and proactive Support Operations Specialist to manage onboarding and offboarding activities within customer environments.
Key Responsibilities:- Execute onboarding and offboarding procedures for users across customer environments, ensuring seamless transitions and minimizing disruptions.
- Create, modify, and deactivate user accounts in Google Workspace, adhering to strict security protocols and compliance requirements.
- Manage user and channel access in Slack, including permissions and integrations, to maintain optimal collaboration and information sharing.
- Handle user provisioning tasks in Jira and other ITSM ticketing tools, ensuring timely and accurate completion of tasks within defined SLAs.
- Assign and remove user licenses across multiple SaaS applications, such as Google Workspace, Slack, Zoom, Office 365, etc., while maintaining accurate records of account status and license allocations.
- Follow established Standard Operating Procedures (SOPs) to ensure consistency, security, and compliance across user lifecycle tasks, promoting a culture of excellence and quality.
- Collaborate with internal teams, partners, and escalate issues to L2 or OEMs when required, fostering strong relationships and resolving complex problems effectively.
- Maintain accurate and up-to-date records of account status and license allocations, providing valuable insights for strategic decision-making and process improvements.
- Support MDM-related tasks, such as device enrollment, remote wipe, and basic compliance checks, to ensure the secure management of mobile devices and data.
- Monitor ticket queues and complete tasks within defined SLAs, demonstrating exceptional time management and task ownership abilities.
- 6 months–2 years of experience in IT support, onboarding/offboarding, or helpdesk roles, with a proven track record of success in similar positions.
- Basic understanding of Google Workspace (Gmail, Drive, Calendar, Admin Console), with the ability to navigate and utilize its features effectively.
- Working knowledge of Slack user and workspace administration, including permissions, integrations, and collaboration tools.
- Familiarity with Jira or equivalent ticketing systems, with experience in creating, modifying, and managing tickets and workflows.
- Basic knowledge of license management across common SaaS platforms, including Google Workspace, Slack, Zoom, Office 365, etc.
- Strong attention to detail and ability to follow procedures precisely, with a focus on accuracy, quality, and customer satisfaction.
- Willingness to work in 24x7 rotational shifts, including nights, weekends, and holidays, to ensure continuous support and minimize disruptions.
- Good written and verbal communication skills, with the ability to articulate complex technical information in a clear and concise manner.
- Strong time management and task ownership abilities, with a focus on meeting deadlines, completing tasks efficiently, and maintaining high levels of productivity.
