Technical Communications Specialist - Guadalajara

Basic Information

Country

Mexico

State

Jalisco

City

Guadalajara

Date Published

08-Nov-2022

Job ID

35572

Travel Amount

up to 10%

Description and Requirements

#LI-LH1
BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

BU Description: 

The Customer Success organization is responsible for delivering a superlative customer experience across the customer journey with BMC.  The organization covers Customer Tech Support, Customer Services, Customer Success Specialists and Managers and Customer Education.  

Primary Roles and Responsibilities:
  • Do you enjoy influencing change to drive improvements to the overall customer experience and increasing situational awareness of Incidents to business? 
  • Do you demonstrate strong leadership and technical competency, which allows you to translate technology expertise into effective communications?
  • Have you worked in a high ops tempo, control center environment?
  • Do you have experience orchestrating Executive-level status communications, which provide strategic and tactical updates during major Incidents?
The Technical Communications Specialist position will be responsible for communicating change, release, upgrade, and incident status/details to a myriad of audiences, including Customers, Internal partners, and Executives, by collaborating with technical partners and business contacts, while utilizing unique communication strategies allocated for BMC specific initiatives. 
 
As a Communications Specialist on the Technical Support Communications (TSC) Team you will have the opportunity to:
  • Provide 24x7x365 communication support for BMC’s global infrastructure; with focus on providing clear, succinct, and informative communications.
  • Develop external communications, internal updates, root cause documentation/reporting, status reports, and other forms of vital B2B and B2C communications, all in close collaboration with technical support teams.  
  • Provide a world class customer experience (both external and internal customers) and integrate new products into existing B2B and B2C support models. 
Assist in the development and implementation of BMC’s communications strategies for internal and external communications – these communications include but are not limited to:
  • Unplanned Communications: Specialists will develop and implement urgent communications detailing infrastructure impact to a customer’s service portfolio.
  • Planned Communications: Specialists will create release, upgrade, change and other scheduled event focused communications to customers. 
  • Change Management: compose updates to internal stakeholders via a change management calendar/status page while simultaneously communicating any impacting event to customers. 

Other Roles and Responsibilities:
  • Leverage available communication tools and processes to generate and tailor notifications to respective audiences. 
  • Effectively support the IT Service Management (ITSM) Incident Management process with effective internal and external communication.
  • Regularly interact with Customers and internal technical and account partners. 
  • Attend weekly change management status calls to gather updates and other vital information to communicate change-related issues, impacts, etc.

Education and Experience:
  • Associate’s Degree or equivalent work experience.
  • Experience in change management, release management, emergency change management or related 
  • Have the proven ability to collaborate with others in support of products, processes, and problem resolution. 
  • 2-5 Years Technical Writing experience in a technology-focused environment. 
  • Experience with Cloud technology, Postgres, and similar environments would be considered a plus. 
  • Candidates should display superior customer service and interpersonal skills.
  • Proven experience with driving process improvement, product Integration, industrialization of a global support model, and quality.
  • Ability to interact with Customers, technical teams, and various levels of leadership, to articulate key performance indicators and action plans.
  • Possess excellent written and verbal communication skills.

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.