System Administrator (Customer Success)

Introduction

Optimizely is seeking an experienced Customer Success System Administrator to join our IT team supporting the CS department by technically supporting the department’s software in partnership with the department’s operational teams. 
Applicants should be familiar with systems like Gainsight and related satellite software and integrations (ex: Salesforce). 
 

Job Responsibilities

•    Work with project managers, business system analysts, and directly with users to gather requirements and build out solutions
•    Create and maintain documentation in partnership with the Enterprise Architect and business system analysts on enterprise systems and integrations
•    Create and maintain documentation in partnership with IT, cross-departmental teams, and business system analysts related to process and operations
•    Test new functionality/enhancements
•    Prepare for system downtime and system updates
•    Provide training on new features and functionality as needed
•    Identify gaps in process, operations, and systems 
•    Work with IT Infrastructure, enterprise system subject matter experts, and other resources to review technical designs and project plans for fit and purpose
•    Understand what processes and business drivers the enterprise systems support in each organization and cross-functionally
•    Understand the data flows between systems
•    Develop and maintain trust cross-departmentally
•    Research, pilot, and recommend emerging technology to support Enterprise Systems Architect
•    Support provisioning/deprovisioning manually or through automation
•    Participate in security and compliance audits and implementation of policies

Knowledge and Experience

• 2 or more years’ experience with enterprise architecture (ex: CRMs) and the software that tech companies use on the “office” side (example: third-party connectors, data enrichment tools, etc)

Behavioral Expectations

•    Ability to identify work that supports company objectives and maintain focus on business outcomes
•    Clear communication of risk and impact when making change
•    Solve problems with a LEAN, pragmatic and iterative design philosophy
•    You teach yourself new skills and systems 
•    Continuous improvement: self, systems, processes
•    Ability to balance fixes and improvements
•    Self-manages backlog and daily workload
•    Honesty when things go wrong (they will), and a plan to prevent the same thing from happening again
•    Problem solving mindset (we don’t look to blame, but to prevent future mistakes)
•    You create your own experiments to find solutions or answer questions or your do research to find answers
•    Transparent communication: status of work in flight, creating documentation of current state, educational tidbit sharing
•    Diplomacy, negotiation, and development of complex relationships
•    Maintain intellectual and emotional curiosity
•    Break down deliverables into smaller parts in tickets
•    Self-managed work/personal life balance
•    Good communication skills - verbal, written, and listening
•    Fair, objective, and data-driven in decision making
•    Ability to identify work that supports company objectives and maintain focus on business outcomes
•    Clear communication of risk and impact when making change
•    Solve problems with a LEAN, pragmatic and iterative design philosophy
•    You teach yourself new skills and systems 
•    Continuous improvement: self, systems, processes
•    Ability to balance fixes and improvements
•    Self-manages backlog and daily workload
•    Honesty when things go wrong (they will), and a plan to prevent the same thing from happening again
•    Problem solving mindset (we don’t look to blame, but to prevent future mistakes)
•    You create your own experiments to find solutions or answer questions or your do research to find answers
•    Transparent communication: status of work in flight, creating documentation of current state, educational tidbit sharing
•    Diplomacy, negotiation, and development of complex relationships
•    Maintain intellectual and emotional curiosity
•    Break down deliverables into smaller parts in tickets
•    Self-managed work/personal life balance
•    Good communication skills - verbal, written, and listening
•    Fair, objective, and data-driven in decision making
 

Bonus Experience

•    Related educational degrees or certificates
•    ITIL Service Delivery; Agile methodology certifications
•    Public presentations of your work: speaking at conferences, articles published, book author
•    Gainsight certifications
 

Working Conditions

•    Normal office environment subject to stressful situations
•    You set your regular “working hours” which can be flexible
•    Remote or office (if you live near an Optimizely office you will be provided access if desired)