Operations Center Technician

| Austin

About Blackbaud:

 

Leading uniquely at the intersection point of technology and social good, Blackbaud provides software, services, expertise, and data intelligence that empowers and connects people to advance the social good movement. We serve the entire social good community, which includes nonprofits, foundation, corporations, education institutions, and the individual change agents who support them. We work with over 40,000 organizations, helping them realize their goals, fund their missions, manage their operations, and develop long-lasting supporter relationships.  Our customers are passionate about making the world a better place, and we’re inspired by the opportunity to help them.

 

 

Job Description

The Ops Center Tech (Jr. Sys Admin) acts as the entry point into Blackbaud Operations, managing incoming service requests and incidents. Detail-oriented and disciplined, the Ops Center Tech is focused on service request completion, incident detection and resolution, and excellent customer service. The Ops Center Tech manages ticketing queues and engages in proactive monitoring of Blackbaud’s hosted infrastructure and applications. The ideal candidate is a great communicator and able to translate technical knowledge into actionable direction.
 

The Operations Center is a 24x7x365 environment. Evening, overnight, weekend and holiday work is required.

 

 

Responsibilities Include:

  • Monitor Operations devices and applications for proper operation and performance
  • Investigate, diagnose, and take prescribed actions on all operational events, alarms and incidents
  • Identify major incidents, restoring services where possible and engaging the Incident Management team when a major incident is identified
  • Support Incident and Problem Management activities with device expertise and troubleshooting
  • Maintain operational logs all alerts and requests, recording and classifying all related messages; maintain all operational data collection procedures, mechanisms and tools
  • Maintain operational documentation including knowledgebase articles
  • Address and fulfill basic requests
  • Accurately escalate incidents and service requests beyond the scope or responsibility of the Ops Center
  • Maintain response and resolution of cases/tickets received in queue against established Service Level Objectives
  • Communicate status of requests and incidents with requestor or relevant stakeholders

 

Requirements & Skills:

  • Must be able to work various shifts including evenings, overnights, weekends and holidays
  • ITIL Foundations certification required
  • Minimum of 2 IT certifications plus 3 years work experience
  • Proven experience in past roles to effectively manage time, prioritize work, multi-task across many assignments, and creates deliverables with little direction
  • Experience responding to events in multiple environments including Linux OS, Windows OS, or Citrix XenApp environments as well as cloud platforms such as Amazon Web Services, Microsoft Azure and VMware VSphere cloud platforms
  • Experience working with sensitive information and maintain confidentiality of such data and information

 

#HelpGoodTakeOver

Why you’ll want to come work here: 

  • Competitive salary (commission/bonus based on type of role), 4 weeks paid time off, great benefits (medical, dental, vision, FSA), 401K match
  • Gift matching, volunteer for vacation program, and endless community involvement opportunities
  • Named to Forbes’ Fast Tech 25 and Fortune’s Change the World List; we are growing and offer incredible opportunity for advancement
  • Tremendous company culture and office perks like onsite gym, free snacks, café, and cutting-edge new headquarters to be completed in 2018
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • GroovyLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • ExpressFrameworks
    • FlexFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • ApacheFrameworks
    • KafkaFrameworks
    • Event HubsFrameworks
    • ElasticSearchFrameworks
    • AnsibleFrameworks
    • MyBatis/JPAFrameworks
    • CassandraDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AxureDesign
    • BalsamiqDesign
    • InVisionDesign
    • Aha!Management
    • JIRAManagement
    • Microsoft ProjectManagement
    • SalesforceCRM

Location

Located in the Domain area, just steps from the Metro station and access to all that Austin has to offer!
11501 Domain Dr, Austin, TX 78758

What are Blackbaud Perks + Benefits

Blackbaud Benefits Overview

At Blackbaud, we know how important it is to have good, affordable health and group benefits
and a retirement program that helps you save for your future. That’s why we offer competitive benefits that
can provide protection, peace of mind, and savings. Whether it’s health care, income protection, retirement savings, or other benefits, we’ve got you covered!

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
The B-Healthy Incentive rewards our employees for participating in important wellness activities.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
We recognize the need to balance work and life priorities. Starting off, we offer 4 weeks of paid time off, with up to 6 weeks for tenured employees.
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Blackbaud recognizes that an educated workforce is a strong workforce. We offer ​a $3000 per year tuition reimbursement to assist with the costs incurred from continuing education.
Diversity Program
We are committed to creating a diverse and inclusive workplace through cultural awareness and competency training programs, as well as Affinity group representation.

Additional Perks + Benefits

Volunteer for vacation time earning an additional 3 days per year PTO.
Endless volunteer & community involvement opportunities.
Matching gifts for donations.
9 paid holidays

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