Detailed job description - Skill Set:
Cloud Applications Administrator
- Administer and support the cloud-based applications and platforms including Office 365, Smartsheet, Atlassian Jira and Confluence, Zendesk, Freshservice, Adobe, and others
- Add and remove licenses as needed in response to user and business needs
- Perform regular maintenance on user lists to keep licensing costs in check
- Produce licensing utilization reporting for IT leadership
- Provide subject matter expertise on technology/software products
- Ensure all critical applications are designed with capacity and resiliency in mind
- Build system documentation and monitoring dashboards/alerting
- Create end-user documentation/cheat sheets. Ensure Service Desk technicians and managers are trained on latest tools
- Develop training collateral for Office Managers and Service Desk Teams to be used in onboarding
- Develop lifecycle management for software solutions across the enterprise, ensuring the latest technology is "on-deck”
- Configure centralized alerting and downtime communications plans
- Be an escalation resource for all Service Desks acting as a Tier-3 tech for escalations and incident responses
- Coordinate with Service Desk Managers to ensure Service Desk delivery SLAs are met
- Assist with Executive Support for in relation to applications needs
- Monitor Infrastructure Service Desk ticket queue to ensure SLAs are met and tickets are routed appropriately
