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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in administering and enhancing enterprise communications platforms, ensuring effective operational communications during technology events and incidents. Proficient in stakeholder collaboration, issue triage, and managing communication needs in a global environment.
Highest-signal resume keywords
Enterprise Communications Platform AdministrationOperational Communications SupportIT Service Management ExperienceExcellent English Communication SkillsStrong Planning And Organizational Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
GOCT AdministrationUser Acceptance TestingIssue MonitoringChange Management PrinciplesRoot-Cause AnalysisCommunication Template CreationData Source UnderstandingService Disruption CommunicationIncident ManagementSharePoint Content Management
Soft Skills
Attention To DetailProblem-SolvingActive ListeningEffective Stakeholder CommunicationAbility To Manage Changing Priorities
Tools & Technologies
ServiceNowAzure DevOpsJiraMicrosoft 365GOCT Dashboards
Industry Keywords
Corporate CommunicationsTechnology OperationsOperational CommunicationsIncident ManagementChange Management
Tech Stack
Tools & technologiesAzureITSMServiceNow
About the role
Key responsibilities & impact- Maintain and administer the Global Operations Communications Tool (GOCT)
- Ensure GOCT remains reliable and fit for purpose
- Administer GOCT configuration, templates, access, audience targeting, monitoring, and documentation
- Monitor GOCT dashboards and the administration mailbox
- Triage user queries and communication failures, resolving or escalating issues within required timelines
- Draft, coordinate, target, and release operational communications for planned maintenance, service disruptions, and P1–P3 incidents
- Coordinate GOCT enhancements and releases, including requirements documentation, user acceptance testing, release communications, and production validation
- Create and maintain clear, accurate, brand-compliant operational communications, templates, guidance, and supporting materials
- Collaborate with global and regional stakeholders to coordinate contributors and incorporate local requirements
- Support contingency procedures for critical communications when GOCT or dependent services are unavailable
- Develop understanding of GOCT dependencies, integrations, data sources, access groups, and downstream channels
- Assess communication needs, track issues and risks, identify competing priorities, and escalate decisions
- Maintain configuration records, operating procedures, support documentation, known-error guidance, release notes, and knowledge articles
- Track GOCT usage, communication failures, incidents, service requests, and recurring issues; identify trends and recommend improvements
- Partner with Product Management, Development, communications stakeholders, and MST leadership
- No direct reports
Requirements
What you’ll need- Bachelor’s degree in Communications, Information Systems, Business Administration, Technology Management, or a related field, or equivalent relevant experience
- Five to seven years of experience supporting internal corporate or technology operations communications
- Experience supporting operational communications for planned technology events, service disruptions, critical incidents, or large-scale system implementations
- Experience using IT service-management or work-tracking platforms, such as ServiceNow, Azure DevOps, or Jira
- Experience administering or supporting an enterprise communications platform, including templates, audience targeting, user access, issue monitoring, testing, or release validation
- Excellent English writing, editing, proofreading, verbal communication, and active-listening skills
- Strong attention to detail
- Ability to understand technology-related information and translate it into clear, relevant communications for business users
- Strong planning and organizational skills
- Ability to manage changing priorities and deliver accurate work within compressed timelines
- Ability to assess requests, identify conflicts, communicate effectively with stakeholders, and escalate decisions, risks, or issues
- Ability to work independently and collaboratively across functions, regions, and time zones in a virtual, global environment
- Strong issue-triage, problem-solving, and root-cause analysis skills
- Proficiency in Microsoft 365 applications, including Outlook, Word, PowerPoint, and Excel
- Familiarity with IT service management practices, including incident, problem, change, and release management
- Experience applying change management principles, methodologies, or tools is preferred
- Experience creating and managing SharePoint content is preferred
- Experience in the accounting or finance industry is helpful but not required
- Occasional off-shift hours required, balanced with local HR laws
Benefits
Comp & perks- Career development and future-focused skills
- World-class experiences
- Flexible work arrangements
- Yearly wellness incentive
- Access to an additional 8 weeks of flex leave per year
- Family-friendly policies
- 26 weeks of gender-neutral paid parental leave
- Competitive compensation package
- Potential for performance-based incentives