Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of workflow management, support management, and/or global program management experience.
• 2 years of experience in support or customer facing operations.
• Experience managing and delivering cross-functional technical and non-technical projects.

Preferred qualifications:

• Experience setting up, managing, and optimizing case management workflows and tools within a technical organization or enterprise support team.
• Experience with working with and setting up Salesforce instances.
• Experience collaborating with senior stakeholders across a large, global organization.
• Experience with data analytics, working with large data sets, conducting trend analysis, and creating compelling business initiatives and making critical decisions based on the data.
• Outstanding written and verbal communication skills.

About the job

The Support team in Google Cloud helps customers solve technical problems with focus on our customers. We engage customers across the globe through online communities, social outreach, and 1:1 support. Our team is the face of Google to many customers, and we aim to redefine support and reset standards, just like Google’s products do, with an innovative approach to support.

As a System Lead, you will partner with workflow leads and technical leads to build tools, including implementing a new version of Salesforce,and automated workflows to make effortless experiences for our customers. You will focus on finding and implementing improvements that help our agents diagnose customer issues, including case handling workflows, guided workflows, launch management, and case automation. You will also work with a variety of partners driving best practice, consistency, and scale within the business.

Google Cloud helps millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers and developers see the benefits of our technology come to life.

Responsibilities

• Provide frequent project feedback and updates as projects, including the new version of Salesforce.
• Document, build, and maintain familiarity with all workflows/setups and make continuous refinements to meet business needs.
• Collaborate with business and technical stakeholders to define, test and implement new/improved workflow tools.
• Partner with business, technical, and cross-functional stakeholders to understand top business needs related to workflow tools and systems and engage with end users in the design process to drive workflow efficiency in their daily work.
• Participate in, and in some cases lead, the Salesforce CRM technical architecture discussions and manage/educate stakeholders. Manage the development lifecycle to ensure the delivery of highly secure solutions that are optimized for performance and built to scale.