Technology Operations Specialist

About the Role:

The Technology Operations Specialist is part of the Sales & Marketing Technologies and Reporting team in GSSO. This team focuses on leveraging technologies to improve sales productivity and the overall seller experience.

The Technology Operations Specialist contributes to the organization by supporting Gartners global salesforce through high quality and timely support of all sales technology tools. They work proactively to prevent delay for sales through technology errors and limitations. The role will have direct interaction with a global salesforce of 6k+ associates, primarily through ServiceNow, but as needed through conversation. The Technology Operations Specialist is expected to successfully deliver on the daily tasks and responsibilities of the Technology Operations Specialist function that will be assigned by the leadership of Admin and User Support Team.

What You Will Do:

• Deliver advanced Tier 2 support for business sales and VR system users, resolving complex issues, escalating to Tier 3 or IT when necessary, and ensuring seamless business continuity.
• Leverage ServiceNow to create comprehensive reports, extracting actionable insights to inform the product development lifecycle and optimize operations.
• Partner with IT and Sales Technology product managers to support project implementations and back-end integrations, actively participating in quality assurance (QA) testing.
• Own, manage, and support continuous system enhancements to guarantee reliable business operations and system stability.
• Securely manage user access and permissions across enterprise Sales Technology tools within both Production and Training environments.
• Develop and improve the Sales Technology & Reporting Support knowledge base to document evolving responsibilities and processes. Empower Tier 1 support teams through dedicated training and ongoing tool support.

What you will need:

• Bachelor’s degree in technology with strong written and verbal communication skills, proficient use of MS Excel, Word and PowerPoint solutions.
• 2-3 years of previous experience in an application support role on an enterprise system (e.g., Salesforce, ServiceNow, SAP, etc.) for global organization.
• Can clearly demonstrate previous leadership within a support team.
• Strong skills and knowledge of Microsoft Office (most importantly Excel and PowerPoint).
• Ability to work under pressure and manage demanding timelines
• Demonstrate knowledge on application support activities, processes and techniques to resolve issues.
• Excellent writing skills. Most of your work will be written (email, documentation, presentations etc.).
• Excellent telephone manners - support will be provided over the phone.
• Enjoys collaborating with others and working cross-functionally.
• Ability to independently complete assignments and move quickly from one assignment to the next.