Senior Platform Support Specialist - M365/Jira/DocuSign

AIP Publishing; New York (NY); Hybrid; USD 85.000 - 95.000; Vollzeit

Benefits dieser Stelle

Remote work stipend

Paid time off

Flexible work schedule

Medical, dental and vision benefits

Retirement benefits

Monthly remote stipend

Training and tuition assistance

Employee Assistance Program

Zusammenfassung

AIP Publishing is a leading publisher in the physical sciences, with a remote-first workforce based in several states. We seek a Senior Support Solutions Specialist to manage Microsoft 365, Jira, and DocuSign platforms, mentor Tier 1/2 staff, and drive operational maturity across enterprise applications.

In this role, you’ll diagnose complex tech problems, optimize workflows, and collaborate with security and engagement teams to improve user enablement while ensuring reliable, secure systems for

Qualifikationen

• 8–10+ years in technical support, service delivery, or systems administration.
• Proven ability to diagnose and resolve complex issues across platforms, devices, networks, and identity systems.
• Experience administering Microsoft 365 (Azure AD/Entra ID, Teams, Exchange Online, SharePoint, security and compliance configurations).
• Experience administering Jira, including workflow design, project configuration, permissions, and automation is preferred.
• Experience with DocuSign configuration and administration is preferred.
• Strong understanding of platform governance, security fundamentals, and best operational practices.
• Excellent communication, interpersonal, and user-engagement skills; ability to translate technical concepts for non-technical audiences.

Aufgaben

• Manage Microsoft 365 operations, including identity and access, Teams administration, security configurations, and platform updates.
• Administer and optimize Jira, including workflows, schemes, permissions, fields, automation rules, and governance controls.
• Serve as the escalation point for complex user support issues across devices, applications, identity, and collaboration platforms.
• Lead root‑cause analysis for recurring or high‑impact incidents; document resolutions, patterns, and lessons learned.
• Maintain DocuSign templates, permissions, routing workflows, and integrations, ensuring compliance with internal standards.
• Proactively monitor system health, resolve errors, apply patches/updates, and mitigate risks before they impact users.
• Collaborate with the Manager, User Engagement Specialist, and Security Manager to operationalize governance and improve user enablement.
• Create and maintain clear documentation for systems, troubleshooting processes, and common support scenarios.
• Mentor Tier 1/2 support staff, improving consistency, troubleshooting capability, and ticket quality.
• Participate in cross‑training to support Smartsheet, Miro, and other productivity platforms within the internal applications portfolio.
• Contribute to continuous improvement by identifying automation opportunities, simplifying processes, and refining support workflows.
• Communicate clearly with users and stakeholders, setting expectations, explaining technical issues in accessible language, and ensuring positive service experiences.

Kenntnisse

Microsoft 365 Administration

Jira Administration

DocuSign Administration

Platform governance

Customer service & communication

Root-cause analysis

Identity & access management

Tools

Microsoft 365

Jira

DocuSign

Jobbeschreibung

AIP Publishing is a leading publisher in the physical sciences, with a remote-first workforce based in several states. We seek a Senior Support Solutions Specialist to manage Microsoft 365, Jira, and DocuSign platforms, mentor Tier 1/2 staff, and drive operational maturity across enterprise applications.

In this role, you’ll diagnose complex tech problems, optimize workflows, and collaborate with security and engagement teams to improve user enablement while ensuring reliable, secure systems for