Job Description

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.
We have 15-years’ experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.
As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

RingCentral is the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
We’re a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Infrastructure & Operations Team to make sure we stay ahead of the competition.
Acquire BPO is currently looking for IT Manager for Automation & ITSM Platforms to support us, RingCentral:
As Manager, IT (ITSM Platforms and Automation), you’ll have the opportunity to drive measurable improvements to the employee support experience within RingCentral by both supporting our ITSM and support automation platforms team *and* contributing in an operational manner via hands-on contribution.

We’re looking for a forward-thinking innovator with proven experience of administration and process architecture within ITSM and Support Automation platforms:

• 
  You view every IT interaction with an analytical eye to identify continuous improvement opportunities for both employees and support peers/partnering teams.
• 
  You lead by example and enjoy maintaining an operational connection with the deliverables of your team.
• 
  You enjoy evangelizing ITSM platform capabilities and optimizations to all business units in effort to achieve productivity and cost-savings efficiencies.

Join us in delivering world-class internal employee support and engagement experiences through maturation of ITSM and Automation platform development!

To succeed in this role you must have experience in:
Operational Responsibilities

• 
  Serve as a subject matter expert regarding ITSM and support automation platforms
• 
  Identify and design conceptual workflows for support automation practices, including conversational Ai chatbot interactions, application/systems provisioning, identity access management, and internal process governance
• 
  Deliver user training, mentorship and consultative services with non-IT business stakeholders to increase adoption of ITSM and automation platforms
• 
  Utilize objective data via analytics and reporting to identify areas of improvement, authoring reports to provide measurable impacts and gauge success of initiatives

Managerial Responsibilities

• 
  Establish and maintain operational management of the team’s deliverables and responsibilities via project management principles and governance
• 
  Monitor individual performance through objective analytics related to assigned tickets and tasks, along with adherence to collaborative and respectful teamwork principles
• 
  Account for both positive and negative work performance in consistent, standardized employee management practices - all staff members treated equally with clear expectations
• 
  Recognition of escalation and prioritization needs, identifying when to shift focus to meet critical / expedited deliverables

Must-Have

• 
  Demonstrated, strong familiarity with operation and administration of ITSM platforms (e.g. FreshService, ServiceNow, ZenDesk, Remedy, etc). FreshService administration is a strong plus for this role
• 
  Experience and understanding of Active Directory and Okta user provisioning and access control practices
• 
  Ability to work autonomously and disciplined in meeting deadlines (and ability to clearly communicate blockers/challenges which put projects and initiatives at risk of completion on target)
• 
  Knowledge of integrations concepts; understanding of API capabilities and how to partner with dedicated integration and platform teams is vital to success in this role
• 
  Strong command of the English language, primarily in written and conversational scope
• 
  Prior management/supervisory experience supporting multiple direct reports in an IT support organization

Nice-to-Have:

• 
  Proven experience with building API (or other integrations) interoperability between ITSM and other platforms (such as Office 365, Active Directory, Google Workspace, Jira, Okta)
• 
  Formal Project Management experience utilizing PM platforms (such as Clarizen, Jira, Trello, etc)
• 
  IT Asset Management principles
• 
  Personnel management flows knowledge between ERP and IT systems

Desired Qualifications:

• 
  Associate’s Degree (or equivalent experience) in a related discipline
• 
  At least 2 years of demonstrated experience in support platforms administration
• 
  At least 1 year of IT management experience
• 
  Knowledge of ITIL-related principles and practices
• 
  Strong interpersonal communication skills

What we offer:
We offer all the work/life benefits you could ever want, (and none of the micromanagement.)

• 
  Work from home temporarily until further notice
• 
  Comprehensive HMO package (medical and dental)
• 
  Personal Time Off Leaves
• 
  Quarterly Performance Bonus
• 
  Employee Assistance and Wellness Programs

By completing your application for this role, you:

• 
  Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities
• 
  Have read and agreed to our
  Data Privacy Policy