the first step in our process is a written case study to understand more of how you$$d think about solutions to similar problems and situations you might face in your role as an IT Operations if hired. Please note that all these scenarios are fictitious, and none of your responses will be used beyond our interview.

PART $1$

Imagine that you$$ve just started on the Clipboard team as the first dedicated IT Operations Engineer, and you$$re charged with triaging requests from a variety of sources $($open channels, DMs$,$ our Jira ticketing system, etc$)$ and figuring out how to prioritize and ultimately solve the immediate requests.

Part one of this assessment is to review the below requests and outline $--$

a$)$ How would you prioritize these tasks and why?

b$)$ What immediate next steps$/$responses would you provide to help resolve each request?

I. You$$re added to a group message with several of our engineers and some People Operations Partners discussing an issue they$$re seeing where they$$ve found several people who left the company several weeks ago still active on one of our platforms, Zendesk. The people were offboarded in our HRIS, Rippling, but it seems like someone forgot to also deactivate them in Zendesk. They asked for suggestions on solving this problem. What would you suggest?

II$.$ You receive the following tags on a public channel in Slack used to troubleshoot platform access issues. How do you respond to each?

A$.$Hi @here, I$$m currently locked out of my Gmail account. Can someone please help me reset my password and get back into my account?$$

B$.$Hi @here, can someone please get me access to Zendesk? I just switched teams and my new position requires me to help triage customer tickets but I currently can$$t see any of them.$$

III. You receive the following requests via our internal Jira ticketing system. How do you respond to each?

A$.$I noticed that there are a few people listed as my direct reports in our HRIS, Rippling, but not in our performance management system, Leapsome. Can you please help me resolve this?$$

B$.$Hi$,$ I$$m a new hire who just started work today and I$$m missing access to several platforms. Can you please help me$?$

Tip: We encourage you to break down the main tasks into smaller, manageable sub$-$tasks and approach them step by step, prioritizing what makes the most sense for the situation.