emagine is seeking a highly skilled Service Operation Expert to manage and enhance productivity tools for our clients. In this pivotal role, you will ensure seamless operations and optimal performance of various productivity platforms, including whiteboarding tools like Miro and LucidChart, and creativity tools like Adobe Creative Cloud.

Core Responsibility: You will oversee the operational management of productivity tools to enhance employee productivity and satisfaction.

• Meet regularly with customer success managers to maximize service value and anticipate product roadmaps.
• Manage user account lifecycles including provisioning and access audits.
• Facilitate service requests by managing workflows and monitoring service metrics.
• Deliver insightful reports in collaboration with the Service Owner.
• Maintain accurate configurations aligned with company requirements.
• Assist in the planning and implementation of service changes.
• Identify opportunities for operational efficiency and service quality improvements.
• Support users with engaging training resources and maintain documentation of processes.
• Ensure smooth coordination with Managed Services partners for L1/L2 support.
• Analyze incidents to find root causes and implement preventive measures.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in a similar role.
• Proven experience supporting SaaS operations at the enterprise level.
• Strong understanding of productivity tools and their ecosystems.
• Relevant certifications (e.g., ITIL, PMP) are a plus.
• Excellent analytical and problem-solving abilities.
• Ability to manage time effectively and prioritize tasks.
• Customer-centric mindset with attention to detail.
• Knowledge of ITIL v4 service management principles.
• Passion for technology and a commitment to continuous learning.