The SaaS Operations Administrator's role is to configure, troubleshoot, monitor, and administer SaaS applications or platforms. This role also ensures high levels of availability and security of supported systems. The person in this role participates in the planning and implementation of policies and procedures to ensure system implementation, design, and maintenance that is consistent with company goals, industry best practices, and regulatory requirements.
Responsibilities:

• Monitor and Maintain SaaS Systems: Monitor and maintain current SaaS applications with daily tasks, utilizing change management and SOP methodologies
• Monitor SaaS applications and performance with incident response and auditing best practices
• Perform change management for system changes, including production and preview
• Update standard operating procedures (SOPs) as needed
• Perform incident management and response procedures to ensure all incidents are addressed appropriately
• Conduct audits on existing systems by running reports and providing analyses of outputs
• Participate in 24x7 on-call to respond to critical events

Technical Support and Administration:

• Supports SaaS applications through ongoing administrative activities maintaining compliance with required policy and security guidelines
• Manages end user accounts, permissions, and access rights
• Anticipates, identifies, troubleshoots and mitigates/resolves issues as they arise
• Recommends, schedules and performs software improvements, upgrades, patches, and reconfigurations
• Maintains documentation for applications, processes, and procedures

Implement new SaaS systems:

• Implement new SaaS applications and new features within existing applications
• Assist teams with tying-in new SaaS productions into existing IT systems
• Evaluates current SaaS portfolio to determine if a new application can replace several existing applications
• Assess risks of new applications and provide recommendations based on assessment

Skills:

• Strong customer service orientation
• 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
• Strong interpersonal and oral communication
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Ability to present ideas and solutions in user-friendly language
• Self-motivated and directed
• Attention to detail
• Critical thinking

Experience:

• Demonstrated SaaS Administration experience preferred
• Technical knowledge of current SaaS applications, a plus
• Working technical knowledge of current systems, software, protocols, and standards
• Demonstrable record of technical configuration, process, and change documentation

Education:

• Associate's or Bachelor's degree in related field preferred