POSITION SUMMARY

We are seeking a proactive IT System Administrator to take on a key role in managing the technologies that run our business. We’re looking for a candidate with a solid foundation in administering at least one core system, whether it’s a customer-facing CRM, an employee-focused HRIS, or a back-office ERP system. In this position, you will not only manage and enhance your primary platform but also have the exciting opportunity to expand your knowledge into other business-critical areas. This is your chance to grow from a system specialist into a well-rounded administrator who understands the full picture of business technology.

ESSENTIAL DUTIES AND RESPONSIBILITIES

System Administration & Support:

• Manage and maintain the day-to-day operations of the organization's key business applications, ensuring their stability, integrity, and efficient operation.
• Serve as a primary escalation point for Tier 2 and Tier 3 support, troubleshooting and resolving complex user-reported issues in a timely manner.
• Administer user accounts, security groups, and access permissions across various platforms, adhering to the principle of least privilege and role-based access control (RBAC).
• Proactively monitor system health and performance metrics, identifying and addressing potential issues before they impact business operations.
• Coordinate and perform software patching, updates, and regular maintenance activities, often during off-peak hours, to minimize disruption.
• Manage data import, export, and manipulation requests, ensuring data quality and integrity throughout the process.
• Manage vendor relationships for technical support, effectively tracking, escalating, and driving cases to a swift and successful resolution.
• Assist in the administration of system backups and execute disaster recovery protocols during testing and actual events.

Documentation & Process Improvement:

• Develop, maintain, and refine detailed data flow diagrams and comprehensive system architecture documentation.
• Create and update Standard Operating Procedures (SOPs) for routine system administration tasks, support requests, and security protocols.
• Build and manage a centralized knowledge base containing troubleshooting guides, how-to articles, and FAQs for both the IT team and end-users.
• Actively participate in integration discussions, helping to map out processes, document technical requirements, and identify potential challenges.
• Analyze system performance data and user feedback to recommend and implement configuration changes, workflow automations, and process improvements.
• Collaborate with business stakeholders to understand and document existing workflows, identifying opportunities for greater efficiency through system capabilities.
• Assist in creating and executing system test plans and User Acceptance Testing (UAT) scripts for new features, patches, or integrations.

Collaboration & Project Work:

• Collaborate with vendors, developers, and other IT team members on system enhancements, upgrades, and new integrations.
• Contribute to IT projects related to system migrations, software deployments, and infrastructure improvements.
• Assist with light development or scripting tasks to support automation and integration efforts.
• Provide training and create guides to help end-users leverage systems effectively.

QUALIFICATIONS

Education:

• Bachelor’s degree in information technology, Computer Science, a related field, or equivalent practical experience.

Experience:

• A minimum of 3-5 years of experience in IT system administration, application support, or a similar technical role.
• Demonstrated experience administering or providing in-depth support for business applications (e.g., CRM, HRIS, Financial Management Systems).
• Experience working with both cloud-based (SaaS) and on-premises solutions is highly desirable.

Skills:

• Experience with the day-to-day administration of SaaS platforms, including user management and configuring basic settings.
• Familiarity with data management tools and a strong focus on maintaining data quality during imports or updates.
• Ability to assist with building and troubleshooting simple automated workflows and business rules.
• Some exposure to a scripting language (e.g., PowerShell, Python) for assisting with automation tasks.
• Hands-on experience with managing user permissions and an understanding of Role-Based Access Control (RBAC).
• Solid problem-solving skills for diagnosing and resolving common application issues and user errors.
• Clear communication skills for interacting effectively with end-users, team members, and vendors.
• Experience in creating and contributing to technical documentation and user support guides.
• Certifications like CompTIA Security+ or introductory vendor credentials (e.g., Microsoft Fundamentals) are a plus.