Role: SaaS Ops Support Engineer(L2/L3 Support)

Duration: 12 months

Experience

Must Have (8 years experience)

• Demonstrated SaaS Administration & Cloud Apps experience
• Working technical knowledge on collaboration of SaaS systems such as Google Workspace, Okta, Slack, Miro, Lucid chart, Smartsheet, Adobe Creative Cloud, Office365
• Demonstrable record of technical configuration, process, and change documentation
• Strong customer service orientation
• Strong interpersonal and oral communication
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Skilled at working within a dynamic, team-oriented, collaborative environment
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Ability to present ideas and solutions in user-friendly language

Nice to have

• Working technical knowledge of APIs, Python, protocols, and standards
• Technical knowledge of modern SaaS applications in multiple of the following categories, a plus: IAM, HRIS, ITSM, Change Management, Finance, Customer Facing

Responsibilities

Monitor and Maintain SaaS Systems:

• Configure SaaS systems utilizing compliance best practices
• Creates and maintains documentation for applications, processes, and procedures
• Conduct audits on existing systems by running reports and providing analysis
• Perform incident management and response procedures to ensure all incidents are addressed appropriately
• Participate in on-call rotation to respond to critical events
• Perform change management for systems using a defined SDLC

Technical Support and Administration:

• Manage end user accounts, permissions, and access
• Anticipate, identify, troubleshoot and mitigate/resolve issues as they arise
• Recommend, schedule, and perform system improvements, upgrades, patches, and re-configurations
• Identify new integrations and automation SaaS systems to increase value and adoption
• Transmit data between SaaS systems with automated tooling
• Maintain SaaS application services and monitoring

Advise business on new and existing SaaS systems

Job Type: Contract

Schedule:

• 8 hour shift

Experience:

• Customer service: 1 year (Preferred)

Work Location: Remote

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