Job Description The Tooling Operations Specialist sits within the RL Post Sales Operations organization, responsible for ensuring the day-to-day operational performance, maintenance, and optimization of the tools and systems that support our customer service and self-service operations. The ideal candidate will have a strong focus on troubleshooting, monitoring, and continuously improving the technology ecosystem to meet operational excellence standards. Key Responsibilities  Monitor the health, performance, and availability of customer-facing and agent-facing tools.  Perform routine system checks, ensuring all tools operate within established parameters.  Coordinate the resolution of incidents related to tool performance in a timely manner.  Work closely with Program Managers to align operational activities with project initiatives and timelines.  Liaise with engineering, product, and partner teams to escalate and address complex technical challenges.  Update and configure agent-facing and customer-facing tools to support Product and Engineering launch activities.  Adhere to governance frameworks, ensuring tool configurations and testing meet quality standards.  Create and maintain detailed documentation of processes, workflows, and system configurations.  Identify opportunities for system optimization and recommend enhancements to improve functionality and user experience.  Participate in retrospective reviews to improve incident response processes and operational practices. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .     To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements - Minimum of 5 years of experience in technology operations, particularly in a customer service or customer support setting. - Experience managing and supporting enterprise software tools, especially customer service or self-service platforms (e.g., Service Cloud, knowledge management systems). - Strong troubleshooting and problem-solving skills with an ability to resolve technical issues efficiently. - Familiarity with monitoring tools and dashboards to track system health and performance. - Understanding of incident management frameworks and best practices. - Ability to manage multiple priorities, ensuring operational continuity in a fast-paced environment. - Experience in a customer service environment null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.