Applications Administrator

• Perform system configuration and administration tasks, including user management, workflow tweaks, field/form adjustments, and application updates.
• Work with business partners and senior members to establish the priority of configuration updates, ensuring timely resolution to the requests.
• Collect and analyze user feedback to become a champion and consultant for the support ticketing system.
• Serve as the primary point of contact for day-to-day support of customer service ticketing tools.
• Provide general troubleshooting for incidents and issues and escalating issues to 3rd party support or senior members where applicable.
• Flag any concerns for compliance and liaise with the security team for system best practices.
• Perform regular seat audits and deprovision users to prevent unnecessary access to applications.
• Maintain accurate documentation related to the configuration, troubleshooting, and operational procedures for the support ticketing platform.
• Provide regular updates and status reports to management on system performance, incidents, and user requests.
• Ensure new users of the platform are set up with the necessary permissions and documentation to succeed.
• Become a strong consultant for your business partners to be able to clearly communicate the capabilities of the tool.

• Minimum 2 years of experience in application administration.
• Familiarity with managing an enterprise application in the CX space such as: Zendesk, ServiceDesk, Freshworks, or Jira Service Desk.
• General knowledge of application workflows, identity management, and administrative UIs.
• Knowledge of application monitoring, troubleshooting, and performance optimization techniques.
• Strong problem-solving and analytical abilities.
• Solid communication skills, with the ability to estimate timelines to implementations and underlying root causes of issues.
• Ability to manage time effectively when working with senior members to prioritize workload.
• Customer-focused with a passion for improving the user experience.

Pay range: $75K - $94K

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military