Overview
Remote
Depends on Experience
Contract - W2
Contract - Independent
Contract - 6 Month(s)
Skills
SSO
SaaS
Biztalk
Runbooks creation
Job Details
Position: BizTech Ops SaaS SME
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 experiences with SaaS administration at scale. Able to work independently at triage and resolution of incoming requests of the team.
- Operate 8x5x5, US time zones friendly
- 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 onboard / manual offboard request
- Slack apps
- Google Marketplace
- Slack channel share request
- 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)
- SSO integration: 12 SSO integrations completed
- Runbooks creation and renewal: 12 runbooks/guides completed
Individual level
Request: weekly quality 20 tickets resolved (without escalations or re-opens)
SSO integration: monthly 4 SSO integrations completed
Runbooks creation and renewal: monthly 4
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