Best suited to mid-level IT operations professionals with experience in SaaS environments and a focus on automation and AI tool administration.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from Hootsuite via Greenhouse
ROLE DESCRIPTION:
We’re looking for an IT Operations Administrator to own a core part of how Hootsuite owls receive IT support. In this role, you’ll work closely with the Global IT team and act as an escalation point on the service desk, owning the day-to-day administration of multiple core platforms, and building the automations that make IT run more effectively. The IT Operations Administrator will help operationalize Hootsuite’s AI transformation, administering and supporting the AI tools owls rely on.
WHAT YOU’LL DO:
Service Operations
Act as an escalation point for the Helpdesk queue, resolving complex issues that junior team members escalate
Own service quality outcomes for a defined area of the queue, contributing to the team’s overall SLA performance and ticket-quality improvement
Build, configure, and deploy hardware and support the endpoint fleet, with the hands-on load weighted toward complex and project work
Contribute to incident handling, including participation in escalations and follow-up
Platform and Systems
Own day-to-day administration of multiple core platforms (identity and SSO, endpoint management, or IT service tooling), developing the depth that points toward a senior specialization
Administer and support AI platforms and tooling, applying Hootsuite’s data-handling and governance standards
Manage the identity lifecycle (joiner, mover, leaver) and access management across connected systems
Build and maintain integrations, automations, and workflows that reduce manual effort
Responsible for assigned platforms and the queue areas for approvals and routine configuration changes, escalating complex decisions or exceptions to the senior manager.
Mentor juniors and co-ops as a day-to-day technical buddy, and help onboard new hires to bring them up to speed
Document procedures and contribute to the knowledge base and service catalogue
Contribute to ITIL-aligned process maturity across incident, request, and change
Outline business requirements and shape more complex work into tickets, moving it through the agile workflow
Participate in the global on-call rotation
Perform other related duties as assigned
WHAT YOU’LL NEED:
3+ years of experience in IT operations, endpoint, or systems administration, ideally in a SaaS or distributed environment
Working knowledge of identity and access management and SSO (Okta or equivalent)
Working knowledge of endpoint management (Jamf Pro, Intune, or equivalent)
Strong administration of Google Workspace and Google Admin
Demonstrated depth in at least one area (identity, endpoint, or service management) and a clear interest in deepening it
Familiarity with scripting and automation (Shell, Python, or PowerShell)
Familiarity with ITIL or structured service management practices an asset
Experience working in an agile environment
ACMT, Jamf, or comparable certification an asset
Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
Accountability: holds self and others accountable to meet commitments
WHO YOU ARE:
Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward, and you don’t wait to be asked.
Lifelong learner. You have a growth mindset. You’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach and a focus on finding the new opportunity.
Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.
Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.
Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.
In all we do, our six guiding principles light the way:
Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp
One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
#LI-Onsite
Use of AI in Hiring
Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.
Source: Hootsuite careers (Greenhouse)