Job Summary:
The IT Business Application Administrator provides administration and supports for business applications specializing in SaaS products, including telephony platforms, ticketing system, CRM, among others. They plan and undertake configuration and enhancement of business applications to meet business needs. This position supports users and assists with administrative or technical tasks on projects.
Essential Job Functions:
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Collaborate with cross-functional teams to implement and manage non-clinical applications.
- Troubleshoot and resolve issues related to SaaS applications, including escalating support to vendors as needed.
- Manage project management tools to streamline workflows and communication.
- Provide training and support to end-users regarding application usage and best practices.
- Conduct system analysis and recommend improvements for performance and efficiency.
- Ensure compliance with company policies and security standards, ensuring the confidentiality, integrity and availability of information and technology systems.
- Conduct administration functions for business applications.
- Takes responsibility for business application service desk support requests by identifying, troubleshooting and resolving application problems encountered.
- Work with business units to gather and define business requirements to configure and enhance existing systems.
- Liaise with internal departments.
- Develop documentation for business applications and processes.
- Manage and deliver projects as agreed with the coordinator to sustain or enhance business applications.
- Develop and implement system and application test plans and coordinate User Acceptance Testing for projects.
- Work directly with end-users and management to support reporting and administrative needs.
- Comply with all change control procedures.
- Take all reasonable steps to ensure the security, confidentiality, integrity and availability of information and technology systems.
- Maintain technical currency through self-learning, knowledge transfer and formal training. Facilitate knowledge sharing amongst members within the information Systems team.
- Perform all duties as assigned by the Manager.
- On call and after-hours support may be required on a programmed or rotational basis.
- Perform application configuration and customization to support process automation.
- Maintain, enhance, and create Salesforce workflows, flows, process builders, approval processes, reports, dashboards, and other configurations.
- Administer aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, sharing rules.
- Sandbox environment management. Tests and approves system changes prior to deployment.
- Data management to improve Salesforce data quality, implementing rules and automation as needed.
Supervisory Responsibilities:
- This position has no supervisory responsibilities.
Required Education:
- Associates degree in Information Technology, Computer Science, or a related field.
- Required Experience
- Minimum of 2 years of experience in IT support or application management, with a focus on non-clinical applications.
- Demonstrated experience with SaaS products.
- Experience troubleshooting SaaS applications and providing user support.
Required Licenses and Certifications:
Required Knowledge, Skills, and Abilities:
- Familiarity with SaaS architecture and deployment.
- Proficient in troubleshooting and problem-solving for software applications.
- Ability to work independently and collaboratively in a team setting.
- Capacity to manage multiple projects simultaneously and prioritize effectively.
- Strong attention to detail and commitment to quality.
Preferred Qualifications:
- Familiarity with ticket management platforms is preferred.
- Experience with data integration and API management is preferred.
- Experience with cloud-based technologies and services is preferred.
- Strong problem-solving skills and attention to detail is preferred.
- Excellent communication and interpersonal skills are preferred.
- Relevant IT certifications (e.g., CompTIA, ITIL, or equivalent) are preferred.
- Certifications in relevant technologies (e.g., Salesforce, Cisco, AWS, or Microsoft Azure) or specific SaaS applications are preferred.
Financial Responsibilities:
Budget Responsibilities:
Languages:
Travel:
Travel to centers required (34-66%).
