Description
This role provides Tier 1 and Tier 2 product support across Monday.com and Aha! users across Mastercard, ensuring seamless onboarding, issue resolution, customer engagement, and vendor coordination.
You will work closely with engineering, product, vendor teams, and customers to maintain operational excellence, rollout tool enhancements and drive adoption of Monday.com and integrated tools across the Agile Work Management Tools ecosystem.
Responsibilities:
- Serve as the primary contact for Monday.com and Aha! support, handling Remedy tickets, onboarding queries, user escalations and vendor management.
- Facilitate onboarding of customers to Monday.com and Aha!, including license validation, workspace set up & configuration, user training and user provisioning.
- Configure and optimize boards, templates, dashboards, and workflow automations at workspace & enterprise level.
- Conduct regular demos and office hours to troubleshoot, train and guide users on best practices for workspace configuration, automation, and new feature rollout.
- Partner with engineering and product teams to troubleshoot integration issues, tool enhancements and other customer / vendor queries.
- Support CRQ planning and execution as needed for tool configuration updates, API changes, and any other production impacted change request.
- Monitor day-to-day platform activity to ensure data quality and platform resiliency is maintained.
- Build and manage reporting / documentation through dashboards, DOMO, Confluence and other enterprise reporting tools.
- Develop and continuously improve Confluence page and training resources to guide enterprise on best practices and provide key tool updates.
Qualifications:
- 5+ years in technical product or program management, preferably in enterprise software or agile work management environments.
- Excellent communication and stakeholder management, both internal and external, across global teams.
- Deep understanding and/or background of managing platform tools across an enterprise. Experience with Monday.com, Aha! and Jira Cloud / Atlassian ecosystem, a plus.
- Experience as a Monday.com or Aha! Sys Admin (or similar SaaS tool) a plus.