Job Description:
The Sr. Specialist II, Systems Administrator is responsible for the strategic and operational management of system platforms, ensuring it effectively supports functional, and cross-functional stakeholders.
Platform Administration & Optimization
- Serve as the primary administrator for system platforms, overseeing configuration, rule creation, CTAs, Playbooks, Success Plans, Surveys, Journey Orchestrator programs, and dashboards.
- Manage and optimize data integrations between system platforms, product usage data sources, and other operational platforms.
- Ensure overall platform scalability, data quality, and system performance, proactively identifying opportunities for enhancement.
- Maintain and enforce governance standards, documentation, and change-management processes.
Team Leadership
- Lead a team of three system administrators/analysts, setting priorities, distributing workload, and ensuring quality and timely delivery of all projects.
- Provide coaching, mentorship, performance feedback, and ongoing skill development for team members.
- Oversee sprint planning, backlog grooming, and project execution to align with organizational timelines and objectives.
- Promote a culture of operational excellence, accountability, and continuous improvement.
Stakeholder Collaboration
- Partner closely with functional teams, and Executive Leadership to understand business requirements and translate them into scalable system solutions.
- Act as a subject matter expert for platform capabilities, best practices, and strategic opportunities.
- Communicate roadmap updates, system changes, and key performance insights to stakeholders.
Reporting, Analytics & Insights
- Develop and maintain dashboards, reports, and health scores to provide actionable insights into customer engagement, risk, lifecycle progression, and retention.
- Ensure KPIs and customer data models are consistently defined and aligned across teams.
- Provide analysis and insights that support forecasting, account reviews, and operational planning.
Process Improvement & Program Management
- Drive improvements to the customer journey by implementing platform programs that enhance onboarding, adoption, engagement, and retention.
- Identify operational gaps and create scalable processes that streamline activities across your assigned functional organization.
- Monitor outcomes of system automations and programs, iterating to improve performance.
