Applications Support Administrator

Applications Support Administrator

Our client, an IT Services organization supporting commercial and federal clients, is seeking an Applications Support Administrator to be the internal go-to expert for the daily administration, optimization, and troubleshooting of third-party business-critical applications-including Okta, JAMF, Zoom Enterprise, Google Workspace Enterprise, Moyle MDM, PandaDoc, JotForm, NetSuite, Zendesk, HubSpot, Aloware, and others.

Key Responsibilities:

Application Support & Administration
- Provide tier 2 and 3 technical supports for application issues, including access, performance, and configuration for key systems like Zoom Enterprise, NetSuite, Zendesk, PandaDoc, Google Workspace and OKTA.
- Administer Okta SSO policies, group memberships, application provisioning, and MFA configurations.
- Support the deployment and maintenance of JAMF and Apple Business Manager for Apple device management, including remote commands, profile updates, and compliance enforcement.
- Manage user lifecycle (provisioning/deprovisioning) in Okta and across integrated platforms, ensuring security and continuity during onboarding and offboarding.

Optimization & Workflow Automation
- Evaluate workflows within tools like JotForm, PandaDoc, and Zendesk to identify ineUiciencies and implement automation via platform-native tools or connectors like Zapier or APIs.
- Monitor SaaS platforms for updates and identify improvement opportunities to enhance team productivity, communication, and visibility.

Reporting & Analytics
- Develop actionable dashboards and reports in platforms like Google Workspace (Sheets/Data
Studio), Zoom Analytics, Zendesk, and NetSuite to track adoption, performance, and user satisfaction.
- Support business units in creating usage reports and compliance documentation (e.g., Zoom call logs, email audits, ticketing insights).

Training & Documentation
- Develop and maintain end-user documentation, knowledge base articles, and video tutorials tailored to varying user proficiency levels.
- Lead onboarding sessions and training workshops on key tools like Google Workspace, Zoom, PandaDoc, and Zendesk.

Collaboration & Vendor Liaison
- Act as a bridge between technical teams and business units to align system functionality with operational needs.
- Interface with vendors to escalate and resolve technical issues, manage escalations, and request feature enhancements.
- Support the CIO with quarterly software reviews, contract documentation, SOC2 compliance tracking, and annual software performance assessments

Required Skills

Required Qualifications:
- Bachelor-s degree in information systems, Computer Science, or equivalent practical experience.
- 5+ years of experience in SaaS administration or technical support, preferably in a fast-paced or high-growth environment.
- Hands-on experience with:
o Okta (user provisioning, app assignments, policies)
o JAMF and/or Apple Device Management tools
o Google Workspace Enterprise (Gmail, Calendar, Drive Admin Console)
o Zoom Enterprise (Webinars, Events, Licensing)
o Zendesk, PandaDoc, NetSuite, Aloware, and JotForm.
- Familiarity with mobile device and identity management, SaaS license management, and audit
practices.
- Strong troubleshooting skills with the ability to diagnose cross-platform issues.
- Excellent written and verbal communication skills, especially when explaining technical details to non-technical users.

Preferred Qualifications:
- Working knowledge of scripting (e.g., PowerShell, Bash, or Python) for basic automation.
- Experience with SaaS integration tools like Zapier, Make (Integromat), or Google Apps Script.
- Understanding of PCI and HIPAA compliance requirements as applied to SaaS.
- Experience supporting or deploying systems in Zero Trust environments

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