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AMC San Jose, CRI, Costa Rica
Remote only
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary:
As an IT Technology Enablement Specialist in the End User Experience Team at Rocket Software, you are part of a global, fast-paced IT organisation with a primary mission to provide world-class service to Rocketeers, ensuring they can perform at the highest level.Essential Duties and Responsibilities:
Executive Technology Support
Provide white‑glove, concierge‑level end‑to‑end IT support to the Executive Leadership Team, including rapid issue resolution and proactive assistance.
Act as a trusted point of contact for executives, understanding their working styles, priorities, and technology needs.
Troubleshoot and resolve complex issues across devices, collaboration tools, and productivity applications, escalating where required and owning issues through to resolution.
Proactively identify opportunities to enhance their personal productivity through the application of AI, simplification, streamlining, or improving the executive technology experience.
Provide, where needed, one-to-one coaching to the Executive Team and their assistants
Maintain a high level of professionalism, discretion, and confidentiality at all times.
Enablement & Training
Design and deliver training sessions, lunch‑and‑learns, and practical guidance to help users get the most from Microsoft 365 and other enterprise applications.
Translate features and capabilities into simple, real‑world use cases that improve personal productivity and collaboration.
Develop reusable training materials, knowledge articles, tips, and best‑practice content that can be shared across the organisation.
Partner with IT, Security, and Business teams to ensure training aligns with organisational standards and ways of working.
Conduct training needs assessments and customise curricula for teams, roles, and business units.
Monitor adoption trends and user feedback to continuously improve enablement activities.
Collaboration & Continuous Improvement
Work closely with Service Desk, Infrastructure, Security, and Application teams to ensure consistent, high‑quality service.
Identify recurring issues or knowledge gaps and recommend improvements to tools, processes, or training.
Contribute to the evolution of the digital workplace by sharing insights from executive and user interactions.
Required Qualifications:
Significant experience in an IT support, digital workplace, or technology enablement role within an enterprise environment.
Strong hands‑on knowledge of Microsoft 365, particularly Outlook, Teams, OneDrive, SharePoint and Copilot.
Demonstrable experience in identifying training needs and creating and delivering training to meet those needs.
Extensive experience supporting Windows and macOS applications
Proven experience supporting senior leaders or executives in a high‑trust, high‑expectation environment.
Excellent communication skills, with the ability to explain technology clearly to non‑technical audiences.
Strong problem‑solving skills and a proactive, customer‑focused mindset.
Ability to work independently with minimal supervision, with a proven track record of contributing to complex projects with aggressive timelines.
Preferred Qualifications:
Familiarity with executive collaboration patterns and personal productivity workflows.
Experience working alongside security and compliance requirements in a regulated environment.
Exposure to AI‑assisted productivity tools.
Microsoft certifications, e.g., MCT, MS-900, Modern Desktop Administrator, etc.
Experience with change management frameworks, e.g. ADKAR, Prosci, etc.
Familiarity with Power Automate, SharePoint customization, or other advanced M365 tools.
Education:
Degree preferred
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Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
At Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work.
As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!