Job Description

Position Summary

Are valued and empowered, collaborative and team oriented, innovative in their approach and passionate about their work. They are reliable, trustworthy and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mindset.

This is a unique opportunity for a creative problem solver with a strong technical background to drive initiatives and changes to existing processes to enable a global technical support team and improve Technology Services’ capability to support our internal customers. To help deliver these solutions, we are looking for a Technical Technology Services Analyst II with a strong infrastructure and operations background, as well as a passion for improving the customer journey. In this role, you will be asked to challenge the status quo and think outside the box to find solutions to roadblocks and reduce inefficiencies. Attention to detail and an ability to clearly define, measure, and report on what success looks like will be key to success in this role.

This role will be operationally focused and work closely with Service Desk and Operations managers across the globe to deliver the highest quality support.

Primary Responsibilities

• Identify gaps and areas for improvement within the TS Product Support process framework;
• Build a roadmap of initiatives and/or milestone goals to deliver for the program team;
• Lead the gathering of requirements and scope for external requests in order to develop a plan for implementation;
• Monitor progress and communicate any challenges to stakeholders;
• Assemble and publish effective status reports and able to serve a variety of audiences from team member to Executive;
• Design and run effective program-level stakeholder meetings to communicate status and coordinate efforts;
• Conduct retrospectives on completed initiatives to support process, policy and tool-set improvements;
• Collaborate with peers, managers and team members across the organization to solve problems, develop new processes and coordinate work;
• Performs other related duties as assigned.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Knowledge, Skills and Abilities

• Ability to communicate across written, verbal and presentation formats to a variety of audiences;
• Ability to develop a schedule using work-breakdown techniques that lead to a defined critical path;
• Ability to design and document an initiative that includes scope, schedule, budget and risk management plan;
• Able to apply critical thinking techniques to analyze problems, develop solutions, build resource forecasts or manage risk;
• Ability to capture request requirements across a multi-function team;
• Ability to lead through influence to drive forward both the team and program;
• Facilitate team meetings and initiatives to develop plans and achieve goals;
• Have solid understanding of technology companies and the relationship between Technology Services and the Business;
• Expertise in the use of standard tools for project and portfolio management such as MS Project;
• Excellent skill at using MS Excel, PowerPoint, Outlook and Word.
• Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.

Qualifications

• Bachelor’s Degree in computer science, or related field OR equivalent work experience in a technical discipline related to Information Technology that demonstrates technical proficiency;
• CompTIA (or similar) certifications are preferred such as A+, Security+, and Network+;
• Minimum 5+ years’ experience (3+ years’ with Master’s Degree) managing projects at technology-based companies or within technical domains;

Our Values

At F5, we live and breathe our core values; Excellence, Integrity, Teamwork, Customer Dedication, Profitable Growth, Innovation, Employee Success, and Diversity. We help each other achieve our goals, value the diversity of ideas different backgrounds can bring, emphasize teamwork over rock-stars, work hard and most of all have fun!

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The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Phishing Alert

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability,marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws.This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.