Digital Support Operations Specialist

Description -

Job Summary

The Digital Operations Specialist is responsible for supporting HP's Software & Driver delivery operations and customer-facing support platforms (support.hp.com, HP Support Assistant, HP.com, etc). The role ensures operational excellence across software publishing processes, release coordination, platform administration, issue resolution, and stakeholder engagement.

This position works closely with engineering teams, product organizations, IT partners, localization teams, and support organizations to maintain the quality, availability, and reliability of software and driver delivery experiences for HP customers worldwide.

Responsibilities

Software & Driver Delivery Operations

• Review, validate, and approve software and driver publication requests.
• Execute and monitor software publishing and release workflows.
• Support operational issue resolution and escalation management.
• Ensure publishing activities comply with established quality and security requirements.
• Coordinate release readiness activities across multiple stakeholders.

Operational Support and Governance

• Lead continuous improvement efforts by evaluating existing processes, identifying efficiency opportunities, and partnering with cross-functional teams to implement scalable solutions that enhance operational performance and efficiency.
• Manage ticketing systems and operational requests and work closely with stakeholders to ensure timely resolution.
• Investigate and coordinate resolution of issues related to publishing, translation, content and data.
• Monitor operational performance, publication volumes, SLA adherence, exceptions, trends, etc.
• Support business-critical software releases and launches.
• Maintain operational documentation, knowledge repositories, and support procedures.
• Provide recurring and ad-hoc reporting to leadership and business stakeholders.
• Analyze operational trends, identify risks, and drive continuous improvement opportunities.

Platform Administration

• Administer and support operational flows of platforms used to publish software and drivers.
• Manage platform configurations, operating system definitions, product classifications, and publication settings.
• Manage user access, onboarding, and training activities.
• Support platform enhancements, testing activities, and process improvements.

Stakeholder Management

• Partner with engineering, IT, support operations, and business teams.
• Coordinate issue resolution and communication across organizations.
• Provide operational status updates and escalation support.
• Drive follow-through on actions impacting customer-facing delivery platforms.

Education & Experience Recommended

• Four-year or Graduate Degree in in Computer Science, Information Technology or other related discipline or equivalent work experience.
• 5+ years of work experience in Customer Support Operations, Self-service channels, Digital Operations, Release Operations, Product Operations, Technical Operations, or similar operational roles.
• Experience supporting customer-facing digital platforms, enterprise applications, workflows, web operations, software delivery, content management, or release operations.
• JIRA or similar work management tools.
• Experience managing operational workflows, tickets, incidents, escalations and issue resolution.
• Stakeholder management and cross-functional coordination.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage multiple priorities in a fast-paced operational environment.
• Proficiency in data analysis and Microsoft Excel; experience with Power BI development or other BI tools is preferred but not required.
• Knowledge of Agile methodologies and user story management.

Preferred Certifications
• Project Management Professional (PMP) Certification

Knowledge & Skills
• Project management
• Project planning
• Information technology (IT)
• Systems integration
• Project management software
• Process improvements
• Infrastructure design
• Security management
• Risk management
• Internal communications
• Contract management
• Project controls

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"