Biztalk Consultant

World Wide Technology; United States; Remote; USD 100,000 - 125,000; Full time

Job summary

An innovative firm is seeking a subject matter expert in SaaS operations to join their dynamic team. This role involves administering various enterprise SaaS applications, resolving operational requests, and collaborating with non-technical users and vendors. The ideal candidate will possess strong problem-solving skills, attention to detail, and a customer service-oriented mindset. If you are self-motivated and ready to take on challenges in a remote setting, this opportunity offers the chance to make a significant impact in a forward-thinking organization. Join a team where your expertise will help shape operational excellence and drive success!

Qualifications

• Proficient knowledge in SaaS administration at scale.
• Self-motivated with a good customer service spirit.

Responsibilities

• Administer enterprise SaaS applications and handle operational requests.
• Work independently on SSO integrations and improve runbooks.

Skills

SaaS Administration

Customer Service

Problem Solving

Attention to Detail

Tools

Google Workspace

Slack

Zoom

Box

LDAP

One Login

Job description

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Direct message the job poster from World Wide Technology

Talent Acquisition and Global Strategic Resourcing at World Wide Technology

Location: Remote

We are looking for a subject matter expert pod in SaaS operations to be included into our current Operations Managed Service brief. Please include this requirement into the proposal of team and fee structure.

The expectations on the roles are:

• 2-3 people with proficient knowledge and hands-on experience with SaaS administration at scale. Able to work independently at triage and resolution of incoming requests of the team.
• Self-motivated and quality-driven, work professionally and collaboratively to resolve customer requests with attention to detail.
• Good customer service spirit, confident working on operational tasks, and interacting with non-technical users and 3rd party vendors across a wide variety of applications.

Scope:

Enterprise SaaS applications administration and Operations (75%), including but not limited to:

• Google Workspace Administration
• Slack Administration
• Zoom Administration
• Box Administration
• LDAP Administration
• Employee onboarding / manual offboarding requests
• Slack apps
• Google Marketplace
• Work independently on SSO integrations in One Login. (10%)
• Review existing runbooks and identify gaps to improve them (15%)
• Work independently to triage, process, resolve operational requests and take escalations from the Operations vendor team.
• Escalate to Operations Engineer team and Identity Engineering team for advanced support and commitments to request SLAs.

Success Metrics - after 1 month of training and ramp-up:

• Monthly team level
• Request: quality 240 tickets resolved (without escalations or re-opens)
• Runbooks creation and renewal: 12 runbooks/guides completed

· Request: weekly quality 20 tickets resolved (without escalations or re-opens)

· SSO integration: monthly 4 SSO integrations completed

· Runbooks creation and renewal: monthly 4

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology
• Industries: IT Services and IT Consulting