Roles and Responsibilities:
· Own administration, configuration, and support of the DocuSign e-signature platform, including workflow/template management, integrations, and issue resolution.
· Configure and support integrations with Malbek, Salesforce, and Workday, along with other enterprise systems requiring signature-triggered workflows.
· Build and maintain custom API integrations using DocuSign SDKs/REST APIs for automated document routing and signature workflows.
· Design workflow/template routing rules, bulk send configuration, and SSO/authentication integration.
· Configure audit trail and reporting for compliance requirements.
· Support environment upgrades, patching, and troubleshooting of production issues.
· Own day-to-day operational support and enhancements for the DocuSign platform supporting global business functions.
· Drive application lifecycle management, including roadmap input, risk mitigation, and compliance initiatives for the DocuSign platform.
· Partner with business stakeholders, architecture teams, and vendors to translate requirements into scalable DocuSign-based solutions.
· Monitor and report on KPIs, SLA compliance, and incident trends; lead root-cause analysis and continuous improvement efforts.
· Design and deliver automation initiatives using RPA, Microsoft Power Automate, and Python to reduce manual effort and improve operational efficiency.
· Lead proactive support strategies to improve issue resolution timelines and reduce operational risk.
· Contribute technical and functional expertise to enterprise projects, ensuring on-time, in-scope, and quality delivery.
· Serve as a subject-matter expert and escalation point for production incidents and enhancement requests related to DocuSign.
Qualification:
· 8+ years of progressive IT experience, including enterprise application support and delivery.
· Hands-on experience administering DocuSign, including workflow/template design, routing rules, and SSO/authentication integration.
· Experience building custom API integrations using DocuSign SDKs or REST APIs, including integrations with Malbek, Salesforce, Workday etc.
· Working knowledge of ITIL service management practices (incident, problem, release management).
· Experience with workflow automation tools (RPA, Microsoft Power Automate, Python) a plus.
· Strong stakeholder management and cross-functional collaboration skills across global, multi-region teams.
· Experience contributing to or managing project budgets and vendor relationships.
Core Competencies
· DocuSign platform administration & workflow design
· Enterprise API integrations (Malbek, Salesforce, Workday etc.)
· Technology strategy & application modernization
· Service operations & SLA governance
· Risk management & business continuity planning
· Stakeholder engagement & executive communication
· Critical thinking & decision-making
· Documentation & policy development