Senior Program Manager, Enablement (Support Certification)

Summary

Description / Scope of Work

Guidewire Software’s Enablement organization is seeking an Enablement Program Manager to manage, develop, and oversee the maintenance of our Support Professional Certification Program that bolsters the delivery of global infrastructure and application support services to our diverse customer base. Our engineers operate and support highly configurable, complex enterprise SaaS software applications in the global insurance industry. This role will provide support to engineers across various locations including the U.S., Canada, Japan, Ireland, and the UK.

We're looking for an experienced team member with a track record of successfully leading multiple initiatives concurrently. This role involves training and verifying technical competencies and the corresponding soft skills needed to deliver them, thereby adding significant value to the customer support experience. We are looking for a self-starter who is enthusiastic, positive, and driven to learn. They must also be team players with the ability to multitask and quickly adapt to a changing environment. They must bring good communication and influencing skills, critical thinking, organization, and structured planning abilities.

Job Description

Key Responsibilities

• Coordinate and maintain all support professional certification processes and materials.

• Conduct instructor-led training sessions and provide guidance for self-study training and mentored exercises.

• Continuously learn the technical aspects of Guidewire products to develop new or update existing learning content, exercises and pathways.

• Ensure the certification process is followed, including the registration of students, assignment of case reviewers, and evaluators.

• Support certification students throughout their certification period, providing feedback and assistance as needed.

• Collaborate and manage case reviewers to train them on how to perform the technical  review and comment on students' certification cases, exercises and exams.

• Schedule and conduct dry runs and final certification presentations with students.

• Maintain documentation repositories related to certification processes and materials.

• Track and report on certification metrics to assess the effectiveness of the certification program.

• Facilitate the set up and maintenance GWCP (Guidewire Cloud Platform) Sandboxes, including:

  • Troubleshooting and resolving issues within the GWCP Sandbox

  • Ensuring the sandbox environment is up-to-date with the latest product releases and patches.

  • Managing data and configurations within the sandbox to support certification exercises.
     

Required Skills/Experience:

• Minimum of three (3) years of experience in a technical support, technical implementation or customer support operation with experience performing technical troubleshooting.

• Strong technical understanding of Guidewire products and services (i.e. InsuranceSuite products, InsuranceSuite integration, GWCP platform, etc).

• Experience with cloud technologies and SaaS products.

• Technologies used in a GWCP environment, including:

  • Technical understanding of GWCP architecture and components.

  • Proficiency/Experience with cloud infrastructure services (e.g., AWS, Azure).

  • Familiarity with containerization technologies (e.g., Docker, Kubernetes).

  • Familiarity with CI/CD pipelines and tools (e.g., Jenkins, GitLab CI).

  • Knowledge of monitoring and logging tools (e.g., DataDog, Prometheus, Grafana, ELK stack).

• Strong organizational and project management skills with excellent attention to detail.

• Excellent verbal, written, and presentation skills.

• Ability to multitask and quickly adapt to a changing environment.

• Experience with knowledge management practices and tools.

• Proficiency with software tools such as Google Suite, Jira, and eLearning platforms (e.g., Articulate, Workday Learning).

• Experience in using Salesforce for case handling and tracking.

• Familiarity with scripting languages (e.g., Python, JavaScript) and automation tools.

• Knowledge of database manag