Service Operations Specialist

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

Service Operations Specialist is responsible for overall coordination of the Service Management processes and for defining various processes used by the cloud operation teams. The individual will lead ongoing stability efforts with the purpose of improving the availability of Granicus products, working across the various teams to plan and manage work that aims to align with operational, tactical and strategic goals of the organization. The SOS is  responsible for defining and reporting on various cloud metrics pertaining to service delivery, health and reliability of the Granicus Products. The SOS coordinates Business Continuity exercises, as well as the primary owner/administrator of the corporate CMDB tool and process. 

The SOS will partner with other technology teams on resolving issues and completing strategic projects to help ensure Granicus meets established SLAs and ensuring maximum uptime. We are looking for a natural leader with proven knowledge of incident management, a demonstrable understanding of distributed systems environments and the ability to communicate clearly and effectively to technical and business audiences. They will work with our ticketing application (Jira) to proactively review, update and resolve incident related work assigned to the team. The individual functions as a bridge between Customer Support, Cloud Operations, and Software Development with the following duties:

Essential Functions:

• Drive the efficiency and effectiveness of the processes (Change Management, Incident Management, etc.)
• Manage and own the tools
• Create and improve standard operating procedures related to incident management
• Report on various metrics pertaining to product service delivery, health and reliability
• Review incident data to address problems (To find recurring issues and determine severity)
• Analyze problems for correct prioritization and classification
• Track incidents and problems through their lifecycle
• Take command of incidents by setting up or taking over a cross functional technical bridge call, comprised of Senior Engineers and SRE team members
• Drive the technical root cause analysis process by sizing up issues correctly, assembling the correct technical teams and driving the technical remediation plan
• Actively participate and drive incremental improvements to our Incident Runbooks through process creation, tool building and participating in post-incident reviews
• Ensure internal readiness at all times by leading training sessions, simulations and drills
• Working with relevant teams, driving to root cause and ensuring corrective actions are identified and implemented.
• Coordinate tasks of others to assist with analysis and resolution of incidents and problems
• Coordinate roles and responsibilities during incidents to analyse current state and work towards resolution
• Conduct in-person incident review meetings as well as ensure incidents and problems are well documented
• Oversee the various monitoring solutions and their processes across product operation teams
• Develop and support the automation of routine operational activities
• Maintain and contribute to knowledgebases related to product service delivery, health, and reliability
• Maintain currency and accuracy of the corporate Configuration Management DB (CMDB)
• Schedule, participate and report on the success of business continuity exercises.
• Lead the Major Event planning process and manage maintenance windows as required
• Participate in an on-call rotation for weekend Incident management functions

• Bachelor’s degree in related field or 10 plus years of experience
• Exceptional communication skills and experience interacting with all levels of the organization
• Solid understanding of Incident Management, Problem Management and Change Management
• Strong knowledge of data Center infrastructure and operating systems
• experience in leading complex technology incidents, preferably in a SaaS based environment
• During the last three months, you would have:

1.  Acted as the incident commander during major incidents.
2.  Help implement an updated paging solution for incident management
3. Identified gaps in our incident process and helped implement solutions to fill those gaps

• Certification in ITIL
• Proven organizational skill with the ability to develop a detailed work plan to ensure project success
• Demonstrated problem solving skills with the ability to work collaboratively with other departments to resolve issues
• Possess excellent written and verbal communication skills
• Ability to work in a fast-paced environment; handle multiple priorities

The ideal candidate is required to have solid written and verbal skills, a strong technical mindset, a knack for solving problems and an attention to detail.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.