CIC SaaS Operations Technician

Jive Software is the leading provider of modern communication and collaboration solutions for business. Our products empower people and organizations to work better together, using technology that adapts to their way – not the other way. The world's best companies depend on Jive to unleash the ideas and impact of their employees, partners and customers.

These responsibilities result in a highly diverse range of duties for the CIC. CIC Operation Technicians are required to ensure these responsibilities are executed in a timely, technically-astute and professional manner.Because the CIC continuously interacts with service provisioning and support teams, clear and concise communication is vital. Furthermore, the CIC continually works with Development, Engineering and vendor teams, so the CIC Operations Technician must possess a broad understanding of applications, services and systems of all types. Therefore, diligence and attention to detail are mandatory skills for the CIC Operations Technician, in addition to the ability to multi-task and prioritize work appropriately. CIC Operation Technicians must gain a solid understanding of Jive's products and processes quickly. These technicians must be eager and quick to learn, be clear communicators and must be able to use their initiative to tackle a broad range of incidents and circumstances that involve technology of varied levels of complexity and function.

**The Role** * Create and develop strategies, solutions and processes to resolve incidents and improve efficacy and performance of applications, services and systems * Ensure maximum possible service availability and performance of Jive applications, services and systems * Mentor team members and work colleagues in subject matter areas of expertise * Monitor, alert and report on product environments * Perform incident management and communication * Provide change gatekeeper functions to prevent unplanned service interruptions **Reponsibilities** * Actively seek ways of improving systems and processes * Follow, develop and improve fault-handling, incident management and communication procedures * Continuous development of knowledge and skills in network and system administration, particularly in regard to Jive's architecture and platforms * Document activities and processes as directed * Operate and maintain Jive monitoring systems * Participate in a 24x7 work rota as required * Remedy application, service and system configuration, operational and recurring faults * Other duties as assigned

**Basic Qualifications** * Broad experience assessing and prioritizing faults and responding and communicating as documented and instructed * Experience working independently with little to no supervision * Good experience with system monitoring and management tools * In-depth technology diagnostic and remedy experience * Military or related technical training beneficial * Minimum 24/36-month experience in a technical support or similar role * Outstanding analytical skills and able to collate and interpret data from various sources * Wide experience working in a dynamic enterprise technology environment **Skills Required** * Ability to assess faults, manage incidents, prioritize, respond and communicate to teams at all levels * Able to generate, collect, organize and interpret data * Strong *nux operating system skills * Good knowledge of the OSI model * Advanced system administrator skills * Clear written and verbal communication * Good working knowledge of scripting, including Python * Outstanding interpersonal, verbal and written communication skills * Excellent multi-tasking and time management skills * Good network management and troubleshooting skills * Good data storage device, management and configuration skills **Disposition** * Ability to work on own initiative * Actively foster strong working relationships with other teams and individuals * Can do * Flexible and adaptable approach to problem solving * Good self-awareness - actively seeks out tasks that help develop skills and knowledge * Willingness to learn and develop new skills **Cultural Attributes** * **Communicator:** You possess strong communication skills and enjoy working with customers. * **Team-Oriented:** You are capable of embracing the ideas of others (even if they conflict with your own) for the sake of the company and client. * **Driven:** You are a driven team player, collaborator, and relationship builder whose infectious can-do attitude inspires others and encourages great performance in a fast-moving environment. * **Entrepreneurial:** You thrive in a fast-paced, changing environment and you’re excited by the chance to play a large role. * **Passionate:** You must be passionate about online collaboration and ensuring our clients are successful; we love seeing hunger and ambition. * **Self-motivated:** You can work with a minimum of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner.