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Engineering Operations Analyst / Delivery Lead

Date: Sep 16, 2022

Location: Dublin, D, IE, D02 R590

Company: Houghton Mifflin Harcourt

Job Requisition ID: 17909

Additional Locations: Partially remote/Hybrid. Our main office is on Pearse St in Dublin. We have a hybrid working model and can suit most needs. Occasional visits to the office (on average 1-2 days per week) would be required, to attend team planning and other events.

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators, and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries.


About our Team:

Engineering Operations is a dynamic, agile team of specialists and engineers responsible for the management and resolution of customer-impacting issues. We use our problem-solving and technical skills to develop processes and solutions to efficiently respond to and resolve issues, and we work closely with our software engineering teams to develop & improve tooling, automate manual processes and help them understand customer needs.


What you’ll do:

  • Identify Problems: Identifying operational & process issues and potential concerns or problems is a key skill. We are looking for a critical thinker, someone who gets a kick from solving problems and enjoys helping people. What people? Our over 50 million customers, teachers and & students across the globe, as well as our internal engineering and support teams.


  • Research Issues: You will help to identify trends and process improvements to be implemented by the team, and also provide data and analysis to the business and engineering teams. Whether the issue is a technical glitch or process failure, you will investigate potential solution options. Use your business or technical insight to guide your investigation & conclusions.


  • Recommend Solutions: You are empowered to innovate & suggest new ways of solving problems. Within the team, or working with another team, you can present and discuss options, as well as train and educate people in new work processes, tooling or ways of working. For example, suggesting automated solutions for common issues, or changing how an existing process works.


  • Grow your skillset in a team: You won’t do this all on your own. We appreciate diversity of experience, and don’t worry if you don’t have all of the skills and experience listed below.  We are looking to talk with smart, talented people who aren’t afraid to roll up their sleeves in order to get the job done right.


Here are some examples of the work you may do :-

  • Help develop support tools to automate manual processes

  • Help triage and troubleshoot customer reported issues with our platform

  • Work with engineering teams to understand our products & help move operational work out of the development teams, and into operation teams

  • Review support processes and identify issues & potential efficiencies

  • Work with business teams to ensure end-to-end technical and business process alignment

  • Manage some remote vendor team engagements

  • Work with our customer facing Tech Support people to ensure our customers are well served and supported

What you’ll need:

  • To hit the ground running in this role, we feel you would need a minimum of 3 years of experience in a software engineering environment, preferably with SaaS in the mix.

  • Educated to Associate Degree level (Business Information Systems or related discipline). 

  • You are experienced with the principles of Agile software development and support.

  • You have served as a Delivery Lead for an engineering scrum team and have experience managing and prioritizing issue backlogs.

  • You have experience using BI tools like MicroStrategy, Metabase, Tableau to extract and analyse large sets of data,  

  • You can take ownership over a new initiative and see it through until it has been successfully implemented.

  • You take a customer-focused approach to managing and solving problems; you won’t do this alone - you’ll work with many folks to help with responsiveness to issues across teams.


Preferred but not necessary:


  • Familiarity with a scripting language like Python or PHP – or you can learn on the job.

  • Familiarity with the Educational technology market.

  • Exposure data querying/manipulation with SQL

  • Experience in working in Cloud environments like AWS/Azure.

  • Used to using the tools of our trade - Jira, Confluence & MS Teams for collaboration.

  • An eye for spotting trends and correlations.

  • Technical vendor management – working with offshore teams. 

  • Working with Knowledge bases or KEDB’s.

  • A sense of humour goes down well here too.


Location: Partially remote/Hybrid.  Our main office is on Pearse St in Dublin. We have a hybrid working model and can suit most needs. Occasional visits to the office (on average 1-2 days per week) would be required, to attend team planning and other events.

Houghton Mifflin Harcourt is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

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Houghton Mifflin Harcourt is committed to a comprehensive policy of Equal Opportunities and we aim to create a workplace which provides for equal opportunities for all employees and potential employees.

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