Note: The job is a remote job and is open to candidates in USA. TISTA Science and Technology Corporation is a mission-driven company that values transparency, support, and career growth. They are seeking a Senior System Administrator to provide advanced application support and operational oversight for enterprise applications, focusing on DocuSign services and backend systems. The role involves managing incident resolution, coordinating with technical teams, and improving customer service and operational efficiency.
Responsibilities
- Provide Tier II and Tier III support for enterprise business applications
- Troubleshoot application issues affecting end users
- Investigate backend application failures and coordinate resolution with engineering teams
- Monitor application health and service availability
- Escalate critical production issues following established operational procedures
- Ensure continuity of business operations through timely issue resolution
- Serve as the primary technical point of contact for customers using enterprise applications
- Respond to customer inquiries related to application functionality
- Diagnose user-reported issues and identify root causes
- Provide technical guidance and recommendations
- Maintain a high level of customer satisfaction through effective communication and follow-up
- Meet with customers to understand operational needs
- Gather and document functional and technical requirements
- Analyze existing business processes
- Identify opportunities to improve workflows
- Translate customer requirements into actionable technical work items
- Validate proposed solutions with stakeholders before implementation
- Manage ServiceNow incidents, service requests, and problem records
- Prioritize tickets based on business impact
- Monitor ticket aging and ensure SLA compliance
- Document troubleshooting activities and resolutions
- Coordinate with development teams on complex issues
- Produce accurate documentation within ServiceNow
- Create and manage Jira stories, tasks, and epics
- Track work from intake through completion
- Update workflow status throughout project execution
- Coordinate backlog priorities with technical teams
- Ensure accurate documentation of requirements and implementation activities
Skills
- Must have DocuSign administration and support experience, Enterprise application troubleshooting experience and backend application support experience
- Must have experience with ServiceNow, Incident Management, Service Request Management, Problem Management and Knowledge Management
- Project and work management experience with Jira, Agile methodologies and Scrum
- Experience with requirements gathering, process mapping, workflow analysis, functional documentation and customer interviews
- Seven or more years supporting enterprise business applications. Experience supporting customer-facing enterprise software
- Experience working within Agile delivery teams. Experience supporting high-volume, highly available enterprise systems
- Experience managing application incidents and service requests
- Experience gathering and documenting business requirements
- Bachelor's Degree in Computer Science, Electronic Engineering, or equivalent PLUS 5 Years of experience
- Eight (8) years of additional relevant experience may be substituted for education
- The ability to pass a Tier 2/Moderate Background Investigation
- Experience with productivity tools such as Microsoft Office 365, Microsoft Teams, SharePoint and Visio
Benefits
- Remote Working Options
- Paid Time Off
- Training/Certification opportunities
- Healthcare Savings Account & Flexible Savings Account
- Paid Life Insurance
- Short-term & long-term Disability
- 401K Match
- Professional development reimbursement
- Employee Assistance Program
- Paid Holidays
- Military Leave
- Above Industry Healthcare Benefits
Company Overview