SaaS System Administrator

Stony Brook University•Stony Brook, NY

6d•Hybrid

About The Position

This position is responsible for supporting SaaS users, troubleshooting issues, and staying updated on the latest SaaS technologies and best practices. Duties include configuration, implementation, management, and support of University wide systems such as: Google Workspace, Office365, & Qualtrics. ● Platform Support & Integrations: ○ Design, install, configure, administer, monitor, secure, and support all centrally provided SaaS services for communication & collaboration. Review and test release updates, validate changes, and collaborate with infrastructure. Detect unauthorized changes and facilitate resolution. In the performance of all job duties, at all times be responsible for delivering optimal customer service, for protecting institutional data and privacy, and the excellent delivery of solutions and services by following divisional and University policies, procedures, and processes. ● Customer Support and Product Ownership: ○ Serve as technical subject matter expert for SaaS solutions, primary technical liaison with vendors, and primary contact for SaaS within IT. Maintain service in ITSM, provide ongoing support to end-users, and develop/document solutions. ● Vendor Relationship Management: ○ Stay updated on product roadmaps, work with vendor ticketing systems, and advocate for clients on product development, security, and accessibility. ● Outreach: ○ Disseminate information to the user community regarding service impact and new features. Communicate with stakeholders. Identify issues, evaluate organizational outcomes and trends, identify problems, and anticipate improvements for service strategies ● Professional Development: ○ Engage in professional development related to academic technology, learning theories, accessibility, and project management. Participate in professional associations/conferences. ● Other duties and projects as assigned and appropriate to rank and area mission.

Requirements

Bachelor's Degree (foreign equivalent or higher). In lieu of degree, a combination of education and relevant experience totaling seven [7] full-time years may be considered.
Three [3] years of full-time progressively responsible experience working with information systems.
Experience with SaaS services (Google Apps, Office 365, Qualtrics, LTI’s, Add on’s, API’s).
Experience collecting data and analytics (identifying trends and developing solutions).
Experience with collaboration & communication systems.

Nice To Haves

Advanced degree (or Foreign Equivalent).
Additional years of experience working in information systems.
Experience with IT Service management, data center, server, and/or storage management.
Experience with the Google Workspace Core Suite.
Experience with host system environments.
Experience in integrations must be demonstrated in application.
Knowledge of scripting languages like PowerShell, Python, Apps Script or similar languages.
Project Management experience.

Responsibilities

Design, install, configure, administer, monitor, secure, and support all centrally provided SaaS services for communication & collaboration.
Review and test release updates, validate changes, and collaborate with infrastructure.
Detect unauthorized changes and facilitate resolution.
Serve as technical subject matter expert for SaaS solutions, primary technical liaison with vendors, and primary contact for SaaS within IT.
Maintain service in ITSM, provide ongoing support to end-users, and develop/document solutions.
Stay updated on product roadmaps, work with vendor ticketing systems, and advocate for clients on product development, security, and accessibility.
Disseminate information to the user community regarding service impact and new features.
Communicate with stakeholders.
Identify issues, evaluate organizational outcomes and trends, identify problems, and anticipate improvements for service strategies
Engage in professional development related to academic technology, learning theories, accessibility, and project management.
Participate in professional associations/conferences.
Other duties and projects as assigned and appropriate to rank and area mission.