Cloud Application Administrator

The CLOUD APPLICATION ADMINISTRATOR will be responsible for administering SaaS applications, troubleshooting, training customers, documenting procedures, and helping customers related to application and technology issues.

MINIMUM REQUIREMENTS

- Experience with cloud based technologies (such as RightNow, Pega, Salesforce), application administration and chat clients preferred
- Report design such as Crystal Reports, SSRS, or integrated SaaS-based reporting solutions required
- Self-motivated, innovative person with analytical, problem solving, organizational, and interpersonal skills with the ability to adapt to changes and new ideas
- Business process/workflow re-engineering or working with companies through automation or system enhancement of existing work practices
- Basic batch Scripting experience preferred
- Basic IT skills such as understanding basic networking, PC application installation
- Contact Center support and implementation experience preferred
- ITIL Foundation certification preferred
- Background in facilitating meetings, gathering customer requirements, and documentation using a consultative approach to build consensus
- Ability to demonstrate history of positive customer communication and relationship management
- Dedication to delivering an exceptional customer experience a must

GENERAL FUNCTIONS

- Design and maintain applications using a combination of application configuration and design.
- Respond to reported issues, requests and inquiries of a problematic technical or functional nature.
- Support both platform and application issues. Handle reported issues that may require escalation or follow-up to a higher level of expertise such as developers, designers, or vendors.
- Assess reported issues and suggest or deploy fixes and enhancements.
- Provide training and support to internal customers and technical groups on application features, processes, methodologies and toolsets
- Create business case documents supporting project initiatives including business cases, requirements documents, project technical scopes and specifications, and technical use cases in accordance with established service levels and documentation standards.
- Work with team members to build knowledge and provide backup assistance when and where necessary.
- Design reports using integrated reporting solutions for customers.
- Interact with key partner in building, maintaining, supporting, and auditing accounts.
- Perform daily, weekly, and monthly maintenance to ensure proper functionality of systems
- Troubleshoot and diagnose common application problems with as little impact to the customer as possible.
- Identify areas in functional business area where improvements can be made to streamline workflow and application flow resulting in measurable savings of time, effort, and money.
- Understand industry best practices in functional business areas (contact center and accounting operations as an example) to leverage technology, driving improvements in work flow and applications.
- Develop and maintain working relationships with a diverse group of business people (individual contributors, supervisors, managers, directors, etc.) in order to gain an in-depth understanding of the company's business processes to support the prioritization and delivery.
- Communicate technical ideas in non-technical language to the business.