Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential. 

Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

Work/Project Scope: 

  • Be a catalyst in the to-be vision and drive execution efforts to get to modern (and automated where possible) Service Management processes (identify requirements & maintain ITSM data)
  • Work with peers in Corporate Tech & Service Engineering to implement an ITSM tool and use 3rd party software to solve Service Management gaps.
  • Partner with InfoSec on gap analysis for incident management and work to streamline IM processes (ideally use common tooling where we can) across all areas (Production, Corp Tech & InfoSec)
  • Improve our process documentation for basic/core Service Management areas of Incident & Problem Management
  • Update templates and build internal playbooks for Incident, Post Mortem & Problem activities across Corporate Tech & Production environments
  • As needed, support the TDO with incident tracking and communications
  • Work with partners in the team to establish and hold teams accountable to incident tracking and metrics
  • Improve current incident and post mortem metrics that are used for Production
  • Establish and execute a post mortem/problem management process (and activities) to supervise trends and build accountability.

Must Haves (Required Skills): 

  • Five year experience in an engineering or technical support role with troubleshooting and documentation activities as a responsibility
  • Familiarity with various IT service management, processes, frameworks and tools (Atlassian preferred)
  • Experience documenting post-mortems and crafting post-mortem standard operating procedures
  • Ability to write concise process documentation, playbooks and process flows
  • Strong logic and reasoning to identify gaps and drive actions to mitigate them
  • Has experience in network, server, and application-status monitoring
  • Able to work full time, 32-40 hrs per week, Monday to Friday
  • Can work with an overlap of 3-4 hours during the second half of Pacific Standard Time business hours

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.   



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