Applications Administrator

Summary

Join Outreach's Enterprise Applications team as a motivated Applications Administrator, focusing on the administration and optimization of Customer Experience (CX) tools. You will collaborate with business partners to implement automation, handle user adjustments, perform basic configuration updates, and troubleshoot key software. This role initially centers on our support ticketing platform and its supporting infrastructure, with opportunities to expand to the full CX tech stack. The position is remote within the US. You will be responsible for system configuration, user management, workflow adjustments, and application updates, as well as providing day-to-day support and troubleshooting. The ideal candidate will have at least two years of application administration experience and familiarity with CX applications like Zendesk or Jira Service Desk.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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