• Enablement Manager, Support Analyst

    Location US-NC-Raleigh
    Posting date 1 week ago(8/8/2018 10:57 AM)
    Job ID
    64742
    Category
    Technical Support
  • Company description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat Customer Experience and Engagement (CEE) team is looking for an Enablement Manager to join our Enablement team in Raleigh, NC. In this role, you will help advance a team-wide effort to provide our support engineers with the proper tools and processes to deliver excellent support experience with global consistency. You’ll help ensure that we track and communicate status of projects, what is going well, and what are the dependencies and coordinate the various workstreams and timelines associated with this effort.

    Primary job responsibilities

    • Coordinate project schedules, resources, and information
    • Create executive summaries and maintain dashboard status
    • Organize in-person and virtual meetings
    • Maintain roadmap of resource enhancements including tools, systems, processes, and content across multiple functional areas
    • Use analyst data to identify areas for improvement
    • Network with cross-functional project teams to deliver the best for associates

    Required skills

    • 3+ years of project or program management experiences, managing large-scale programs and projects, preferably within a technology-oriented environment
    • Ability to work within a multicultural global organization and multidisciplinary teams to guide results and achieve desired outcomes
    • Outstanding written and verbal communication skills in English; solid presentation and cross-functional relationship building skills are a plus
    • Experience establishing and contributing to process improvements
    • Detail-oriented with the ability to work in a very fast-paced environment
    • Motivated, passionate, innovative, collaborative, creative, and analytical
    • Demonstrated ability to plan and set priorities and identify and resolve problems to produce measurable results


    The following are considered a plus:

     

    • Knowledge of Salesforce.com (SFDC), G Suite, Jive, JIRA, and other productivity systems
    • Experience with IT support management methodologies and techniques
    • Familiarity with the Red Hat solutions portfolio and open source software development


    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.


    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

     

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