Systems and Support Operations Manager Philippines Remote

When you join Turnitin youll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years Turnitin has partnered with educational institutions to promote honesty consistency and fairness across all subject areas and assessment types. Over 21000 academic institutions publishers and corporations use our services: Feedback Studio Originality Gradescope ExamSoft Similarity and iThenticate.

Experience a remotecentric culture that empowers you to work with purpose and accountability in a way that best suits you supported by a comprehensive package that prioritizes your overall wellbeing. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States Mexico United Kingdom Australia Japan India and the Philippines.

Working as a member of the Support Operations Team this role will provide daytoday support maintenance and implementation of new features across multiple channels and brands in our Zendesk instance.  You will play a pivotal role in the ongoing success of our  Support Teams and the wider Customer Experience function through the implementation and ownership of customer focused processes systems management and reporting whilst promoting consistency and the adoption of best practice. You will work closely with key stakeholders to develop and refine workflows to meet the needs of both the Support Team and the wider Customer Experience team through accurate reporting and change management with a customer centric lens on all of the work completed within the team.

Collaborating across multiple functions including our Systems Engineering and Go to Market Teams you will ensure we are able to report on the success of our Customer Experience teams and keep customers informed of our system health via Status Page and degradation reporting.

Responsibilities: 
Maintenance and optimisation of Turnitins Zendesk instance

• Review Triggers Automations Views and Macros ensuring that these are up to date and retired as needed

• Build workflows include capturing relevant analytics that can be used for driving process improvement measuring agent performance and enhancing enduser experience

• Provide support for Zendesk end users internal to Turnitin when they have requests or service issues that theyre encountering

Work with Zendesk Support Turnitin Systems Team and Third Party Vendors

• Work with Zendesk support as needed to understand any service issues system needs and support requests that cant be handled in house

• Perform upgrades and configurations as required on the different support channels offered through Zendesk including email and messaging

• Provide operations support within Zendesk working through feature requests updates and maintenance of Zendesk

• Provide support for new feature deployments internal testing and rollout of changes across all departments

Management of Turnitins Zendesk account

• Audit user permissions on a monthly basis ensuring that we are tracking against forecast on our flexible licensing model and users who are not actively utilising their accounts are downgraded

• Review access requests for both agents and members of other teams across the business ensuring that the correct roles are access are provided without incurring unnecessary costs

• Partner with leadership and peers to develop and maintain Zendesk policies and processes ensuring that Standard Operating Procedures are produced and maintained at a regular cadence.

Reporting

• Design deliver and maintain technical monitoring reports and dashboards across multiple systems to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner

• Contribute to the P0 process and subsequent postmortem and degradation report activity ensuring that customer impact analysis is available

• Ownership of public facing system monitoring tools (statuspage) from a Customer Experience perspective always operating with a customer centric mentality

Requirements:

• 2 years experience of working as an Administrator of Zendesk

• Experience with integration connector apps and APIs

• Proficiency with troubleshooting technical issues of various levels

• A strong understanding of both formal and informal change management processes

• Effective data analytics skills with a background in using Zendesk Explore and Excel/Google Sheets

• Experience developing and implementing projects from proof of concept to large scale deployment 

• Strong organisational and analytical skills

• Excellent written and verbal communication skills including experience of reporting out across different levels of stakeholders ranging from individual contributors to executive level with varying levels of technical knowledge

• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

• Passion for excellent customer and user experience

• Ability to work in a fastpaced environment managing multiple priorities & projects

• Ability to work independently and perform under pressure

Desirable:

• Experience of working within a multi product support organisation

• Experience of working as an Administrator of a multibrand instance of Zendesk

• A working knowledge of Salesforce and Jira

• An understanding of AI tools used in Technical Support teams including Zendesk AI
  
  * Working Hours: Eastern Time Zone (ET) 
  * 9:00 PM in Manila (Graveyard Shift)

Tii Elements:

• Accountability

• Collaborating and Influencing

• Quality Focus

• Educator

• Relationship Building

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education and thriving in an organization that is free of politics and full of humble inclusive and collaborative teammates the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remotecentric culture that empowers you to work with purpose and accountability in a way that best suits you supported by a comprehensive package that prioritizes your overall wellbeing.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric We realize our mission to ensure integrity and improve learning outcomes by  putting educators and learners at the center of everything we do.
• Passion for Learning We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity We believe integrity is the heartbeat of Turnitin. It shapes our products the way we treat each other and how we work with our customers and vendors.
• Action & Ownership We have a bias toward action and empower teammates to make decisions.
• One Team We strive to break down silos collaborate effectively and celebrate each others successes.
• Global Mindset We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• 4 SelfCare Days per year
• National Holidays*
• 2 Founder Days Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad
At Turnitin we recognize its unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If youre willing to learn and evolve alongside us join our team!

Turnitin LLC is committed to the policy that all persons have equal access to its programs facilities and employment. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.