Description

At Shutterfly, we’re all about people — bringing them together, making them feel welcome, and connecting them to experiences. We make our customers’ memories last a lifetime by capturing, preserving, and sharing them through photography and personalized products. Through our family of brands, trend setting products, cutting edge technology, and best in class customer service, we help our customers, and each other, share life’s joy. Shutterfly is the leader in personalized photo products and services, connecting you with family and friends by sharing your photos in creative and innovative ways. With this brand, our customers can create lasting keepsakes such as award-winning photo books, customized stationary for life’s biggest occasions, and unique home décor.

Do you have leadership abilities and the desire to grow new capabilities within a team to deliver them. Shutterfly’s Transactional Application Support team is growing and we are looking for the right individual to help lead and grow our Transactional Application Support team.  

What You'll Do Here:

  • Lead a team of specialists in support and debug of mission-critical transactions in the Shutterfly SBS Transactional process flow.
    • Assist in coordinating the day-to-day activities of the support team
      • Including ticket review, assignment, and escalation
    • Help drive industry best-practices and consistency into the support process
    • Assist in developing KPI’s and establish metrics to measure application, infrastructure, and team performance
    • Assist in communicating team performance expectations and building culture of continuous improvement in service and support
    • Assist in developing processes to identify patterns of incidents and implement corrective actions to reduce the occurrence of those incidents.
    • Assist in documenting issues and solutions to generate collateral (FAQs, Self-Help and Troubleshooting guides), help facilitate root-cause analysis, document bugs and drive inputs to future designs and features.
    • Work with Product Managers, Software Architects and Developers to understand Uses Cases, Features and algorithms to provide consistent communication, guidance to end-users.
  • Establish technical (professional) services capability to assist users in application usage and configuration. This includes:
    • Developing and delivering training to system users and team members.
    • Consultation to users on usage of complex features.
    • Establish trusted relationships with product stakeholders/users.
  • Assist team with recommendations to improve technical support tools and processes

The Skills You'll Bring:

  • BA/BS in Computer Science/Business Administration or equivalent experience.
  • 4+ years supporting mission-critical enterprise software systems, applications and/or services
  • 2+ years management/lead/ or training experience
  • 2+ years developing support collateral to provide system configuration, trouble-shooting guidance to stakeholders
  • 2+ years debugging resolving systems and connectivity issues in transactional systems
  • Excellent problem-solving and software debug skills
  • Efficient communication (written and verbal), analytical, as well as strong leadership abilities.
  • Teamwork focused

It is helpful, but not required to have:

  • Experience with Print and Mail operations
  • Experience troubleshooting simple to complex application/system issues in the Shutterfly transactional environment.
  • Experience producing training documentation (FAQs, Trouble-shooting Guides, End-User Training)

If this aligns to your career goals, skills and experience, we want to work with you!  

 Colorado only*- This position has a minimum salary of $101,800. You may also be offered a bonus and benefits. Details about our company benefits can be found at the following link: Benefits at Shutterfly

*Note: Disclosure of the minimum salary is required for this role when being hired in Colorado (SB19-085)

Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people.  Learn more about our commitment to Diversity, Equity and Inclusion at Shutterfly DE&I.