Release and Service Delivery Administrator

Operations · Palmerston North, New Zealand
Department Operations
Employment Type Full-time
Minimum Experience Mid-level


Who we are and what we do

Author-it Software Co. (ASC) is a world leading provider of on-premise and cloud-based products for authoring technical publications, e-learning and pharmaceutical information.


What does that mean for our customers? Our two software platforms, Docuvera and Author-it, enable the transformation of how our customers create and manage their content, leveraging a component first approach where content is broken down, easily assembled into documents, and reused across their organisation.


Our two products serve different industries; Author-it provides Technical Documentation, Learning & Development and Compliance solutions for HighTech, Manufacturing, Energy and more at enterprise scale across the globe, while Docuvera’s focus is solving the problem of inefficiency in managing information across the drug development cycle for Biopharma.


Our global ASC team are a diverse, committed group of experts who are progressive in their approach and know what makes a great product. Our Technology, Product, Marketing, Sales and Corporate Services teams are based throughout New Zealand, Netherlands, and the United States.


How we do things here

The way we do things here sets the tone for life at ASC. It’s about delighting our customers, trusting each other, being respectful, being decisive and straight talking and being solutions focused. 


We’re an ambitious product-led company and we trust that our people will do their best to deliver on their commitments to our customers, so we let them get on with it.  We seek people who can show us that they’re passionate about their field of work, show initiative, and are constantly learning so adapt to try new things or take on a different perspective.  We expect our people will be great communicators, have strong EQ, be honest, have integrity and be resilient.


We enjoy our rapidly changing environment, which requires flexibility and self-discipline, but in turn we get the chance to be part of a fast-paced business working on transformative technology.



The part you’ll play

The purpose of this role is to provide release coordination activities to support product releases and deployment of our products to ASC customers with a focus on creating release documentation and completing configuration as required. 


This includes creating release pages, ensuring the release process is followed, recommend improvements to the release process and documenting those, Service Delivery monthly reporting including recommending and implementing improvements as required, complete quality audits of release items within Jira to ensure data quality, and reduce friction in the service delivery capabilities.  The role also includes actioning service requests for change to configurations using JSON, CSS and API calls.


What you’ll focus on

Release coordination:

  • Creating and maintaining release documentation
  • Ensuring that squads are managing work items in Jira as per existing processes
  • Support the Product, Engineering and Architecture teams with capturing a snapshot of requirements and design item documentation to achieve Release Candidate Document Sign-off
  • Ensuring the release management process is followed
  • Scheduling change advisory board meetings (CAB), ensuring documentation has been completed before CAB, and completing minutes
  • Completing release ‘close-off’ activities
  • Coordinate the deployment of releases across the customer environments.


Service delivery administration:

  • Completing service delivery monthly reporting for customers and internal ASC stakeholders
  • Documenting and testing configuration changes during release development
  • Supporting configuration changes on customer libraries
  • Creating post incident review reports and initiating post incident meetings with stakeholders after a P1 or P2 incident
  • Recommending improvements to the existing processes for Operations, Service Delivery and Release Management.


What you’ll bring

You’re here because you have a unique mix of skills to offer, and we can’t wait to see you put them to work.  We’ll teach you all you need to know about our specific products and the technology we use but a great base would be good as outlined below.

You must have:

  • A minimum of 3 years’ experience in an tech administration role or business analyst. 


Ideally you will have some of the following with a drive to keep learning:

  • 3+ years ofhands-on work experience in an enterprise application software/ SaaScompanyin an Administrator or Business Analyst role.
  • Exposure to Atlassian suite of applications, specifically Jira and Confluence.
  • Some AWSexperience, specifically using cost manager and New Relic
  • Be an expertin using software applications in Windows and web based environments
  • Have some experience in working with CSS, HTML, JSON
  • Some experience working with API calls and in working with Postman or similar.
  • Some experience working with data reporting tools such as New Relic, GoodData or similar.
  • Some experience working with service desk software such as Zendesk or similar a benefit but not required.

Thank You

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  • Location
    Palmerston North, New Zealand
  • Department
  • Employment Type
  • Minimum Experience