End-User Technology Engineer
DocuSign
End-User Technology Engineer
- Location
- BR-SP-Sao Paulo
- Category
- IT Operations
- Position Type
- Regular
Company Overview
Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
What you'll do
The End User Automation Engineer will help transform/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 End User Automation Engineer 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, 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 makes 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
- Provide leadership for the team, VIP support, lead automation efforts, serve as liaison between EUS Ops and EUS Engineering teams
- 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 helpdesk ticketing system and understand when to raise 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, e-mail, self-service, or walk up requests
- Perform other related duties as assigned
Job Designation
Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)
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
- Availability for occasional off-hours and weekend work as needed
- ITIL Foundations certification, Practitioner certification, or equivalent knowledge of the ITIL framework
- 3+ years of experience with at least 4 years leading teams
- Demonstrated experience in project management, successfully delivering complex IT projects on time and within budget
- Experience with JAMF/Intune endpoint management software
- Experience with PowerShell (or any other language) scripting
- Experience with Google Workspace management and support
- Experience with ServiceNow or similar ticketing system
- Experience with AWS
Preferred
- Certifications such as ITIL or PMP
- Automation focused mentality with experience automating tasks and workflows
- Proficiency in scripting and automation using PowerShell, Bash, Python, or equivalent tools
- Strong partner management and business relationship skills, with the ability to influence and collaborate at all levels of the organization
- Fantastic communication and interpersonal skills, with the ability to effectively convey complex technical concepts to non-technical stakeholders
- Excellent problem-solving and data-driven decision-making skills, with the ability to think strategically and implement innovative solutions
- Ability to work in a fast-paced, dynamic environment and effectively prioritize numerous tasks
- Familiarity in 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
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 is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.