IT Experience Services Systems Administrator

Penumbra • Alameda, CA

10h • Onsite

About The Position

As a IT Experience Services Systems Administrator at Penumbra, you will play a critical role in determining the company's long term goals. IT Experience Services Systems Administrator is a key technical role responsible for managing, optimizing, and securing IT systems that drive seamless business operations and enhance employee experience. As a subject matter expert (SME) for critical platforms including cloud-based contact center (TalkDesk), MDM(OPIntel) for manufacturing devices, Docusign, and Privileged Access Management (PAM/BeyondTrust), this role ensures system reliability, drives continuous improvements, and fosters user self-sufficiency through automation and knowledge sharing. Additionally, this role manages Office 365 administration and license management, ensuring optimal utilization, security, and compliance of enterprise applications and software resources. This position plays a vital role in aligning IT services with business needs by improving system performance, increasing efficiency, and developing resources that empower users to resolve issues independently.

Requirements

• A Bachelor’s degree in systems administration, information technology, or a related field with 5+ years of experience or an equivalent combination of education and experience.
• Proven expertise in managing enterprise IT systems, service management platforms, and cloud-based solutions.
• Strong background in Office 365 administration, licensing management, systems troubleshooting, performance tuning, and automation.
• Experience with scripting or automation tools (e.g., PowerShell, APIs, workflow automation) to streamline IT operations.
• Experience with ITIL best practices and service management methodologies.
• Ability to develop clear and concise documentation, including user guides, SOPs, and KB articles.
• Experience using ServiceNow ITSM.
• Excellent problem-solving, communication, and collaboration skills, with a proactive approach to IT service improvement.
• Strong oral, written, and interpersonal communication skills
• High degree of accuracy and attention to detail
• Proficiency with MS Word, Excel, and PowerPoint
• Excellent organizational skills with ability to prioritize assignments while handling various projects simultaneously

Nice To Haves

• Medical device, pharmaceutical, biotech, or other regulated industry experience desired

Responsibilities

• Administer, configure, and maintain enterprise IT systems to ensure security, stability, and peak performance.
• Proactively monitor system health, troubleshoot complex technical issues, and implement long-term solutions to minimize downtime.
• Lead upgrades, patches, and enhancements while ensuring minimal disruption to business operations.
• Administer and maintain Office 365 services, including Exchange Online, SharePoint, OneDrive, Teams, and other Microsoft 365 applications.
• Manage user accounts, licensing, security policies, and compliance configurations.
• Optimize Office 365 performance, troubleshoot issues, and implement enhancements to improve user experience and productivity.
• Ensure proper data governance, retention policies, and compliance with security best practices.
• Oversee software license management, ensuring compliance with vendor agreements and organizational policies.
• Track and optimize software usage to control costs and improve resource allocation.
• Collaborate with procurement and vendor management teams to manage software renewals, audits, and negotiations.
• Maintain accurate records of software assets, entitlements, and user access to prevent over-licensing or under-utilization.
• Serve as a primary SME for key IT systems, providing expert-level support, guidance, and training to IT teams and end users.
• Evaluate new technologies, integrations, and best practices to optimize system functionality and user experience.
• Act as a key escalation point for critical incidents and complex technical challenges.
• Design and implement seamless integrations between IT services and business applications to improve operational efficiency.
• Identify opportunities for automation to reduce manual workloads and enhance service delivery.
• Partner with IT and business teams to drive continuous improvement initiatives.
• Ensure IT systems adhere to security best practices, compliance requirements, and access control policies.
• Manage user roles, permissions, and authentication mechanisms to safeguard sensitive data and prevent unauthorized access.
• Develop and maintain comprehensive system documentation, SOPs, and technical guides to support IT operations.
• Create user-friendly knowledge base (KB) articles that empower employees to troubleshoot and resolve issues independently.
• Champion IT self-service initiatives to improve response times and reduce support ticket volume.
• Participate in an on-call rotation to provide after-hours support for critical incidents and system outages.
• Diagnose and resolve high-priority technical issues in a timely manner to minimize business impact.
• Work closely with cross-functional teams to document incident resolutions and implement proactive measures to prevent future occurrences.
• Work closely with IT leadership, service desk teams, and business stakeholders to align technology solutions with organizational goals.
• Provide mentorship and training to junior team members, fostering a culture of learning and professional growth.
• Proactively communicate system updates, changes, and best practices to enhance transparency and user adoption.

Benefits

• medical, dental, vision, life, AD&D, short and long-term disability insurance, 401(k) with employer match, paid parental leave, eleven paid company holidays per year, a minimum of fifteen days of accrued vacation per year, which increases with tenure, and paid sick time in compliance with applicable law(s).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level