HighPoints Technologies India Private Limited
Location
Secunderabad | India
Job description
For quick appy click on the below URL: Job Description
Responsibilities
The Systems Engineer is responsible for the configuration, administration, and support of the
Zendesk environment used at MongoDB. This role will work closely with the Business
System Analysts and MongoDB team subject matter experts to configure tools to support the
process, systems and infrastructure of the scaling business.
Core Responsibilities:
ï'· Scope and develop custom Zendesk Explore reports and dashboards
ï'· Own our Zendesk configuration and optimization, including scoping potential
new add-ons
ï'· Implement Production system changes in conformance with change control
policy and sprint/release management protocols
ï'· Manage assigned projects within budget and timelines set
ï'· Comply with Corporate processes and departmental standards
ï'· Manage user acceptance testing (UAT) tasks, including testing documents
ï'· Troubleshoot Zendesk issues and perform root cause analyses
ï'· Convert business requirements or root cause documentation into
configuration changes
System Ownership:
ï'· Own data integrity and security of assigned systems
ï'· Own the data flow between assigned systems and external systems
ï'· Ensure that assigned systems are meeting minimum service levels
ï'· Maintain direct line with vendor support team, if/where applicable
ï'· Incident Management and escalation of issues and outages
ï'· Compliance with audit requirements or requests for auditor reviews
Requirements
ï'· Bachelors degree in Business, Management Information Systems, Computer
Science or equivalent work experience
ï'· Minimum 3+ years of experience with SaaS business applications
ï'· Minimum 1+ year of business intelligence reporting experience
ï'· Experience identifying customer requirements and development of systems that
support productivity improvements and enforce corporate policies and procedures
ï'· Plus (not required):
o Zendesk Explore certification
o BI reporting certification
o Okta administrator certification
o Google Workspace (G-suite)
Success Measures
The Systems Engineer will be successful in this role when they can execute the following
strategic tasks/responsibilities:
ï'· Maintain an accelerated personal growth path:
o In 3 months you'll be fully up to speed on the services and technologies we
deploy and maintain, having the ability to build custom reports/dashboards,
identify gaps and inefficiencies is various systems used within the
organization
o Within 6 months you'll be actively developing novel solutions to inefficient
processes and begin leading/mentoring the Business Systems Analysts in
conceptual understanding of technical solutions
o By 12 months you'll be thinking largely in terms of efficiency and identifying
team systems, support and infrastructure initiatives that align with company
goals
ï'· Communication: Successfully communicate team challenges and support solutions
internally and externally, while having the ability to communicate complex technical
issues to senior stakeholders within the organization
ï'· Research: Collect and analyze feedback from both our internal customers as well as
our systems to better understand our clients needs and inform
automation/optimization efforts
Job tags
Salary
