At Pandora we have a single mission: To play only the music you'll love. (Okay, we've added comedy as well – so we're also up for playing some jokes you'll love). To do this, it takes lots and lots of smart, self-motivated, and passionate people. Our teams are innovating in everything we do — from our playlists, to our ad services, to making Pandora available everywhere. All of that is in the service of building the best product we can, so that you can simply enjoy the music.
Reports to: Director, Information Security & Compliance, within Information Services organization, Pandora Media Inc., 2101 Webster, Oakland, CA
Description: We're looking for an enthusiastic, technically adept, self-motivated individual with the right blend of training development, documentation development, and technical operations experience to lead our nascent internal applications support program at Pandora.
Qualifications & Experience:
5 – 10 years working in Silicon Valley Internet enterprises, or similar experience
Including at least 3 years experience working in or directly supporting IT 0perations teams
Familiarity with a range of cloud-based applications and services, including Salesforce, Atlassian's Jira and Confluence products, Google Aps
Technically adept; can quickly assimilate and learn to administer and monitor cloud-based applications and services
Excellent, proven interpersonal and communication skills, accustomed to working across organizations to complete corporate wide training and awareness initiatives
Excellent, provden technical documentation skills, accustomed to creating and managing documentation library for using internal applications
Demonstrated ability to work independently to manage project deliverables with daily communication of work completed, work in progress, and issues
Capable of building sleek and nimble internal support web sites that communicate the most critical information succinctly and efficiently
Capable of deveoping and releasing elearning to train/ support users on specific internal apps.
Experienced in managing help desk ticketing systems and queues (Jira, preferably) to file, track, and resolve internal customer requests
Experienced in building out, extending, and support corporate intranets.
Resolving help desk tickets related to the position
Technical evaluations of cloud vendors requested by the business
Development and release of technical support documentation for specific internal audiences
Creation of quick, succinct video tutorials explaining optimal use of internal applications, announcing new productivity features
Developing working relationships with key technical personnel in IT, IT program management, Information Security and Compliance
Development of internal wiki pages supporting new and existing appguru training and knowledge projects
Internal training of new users in supported applications
Daily management of Jira project queues where work is tracked