Senior IT Specialist

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Design, develop, and maintain automated workflows for onboarding, role changes, and offboarding processes.

• Provision accounts, groups, licenses, devices, and application access with minimal manual intervention and maintain clear audit trails.

• Create and manage self-service tools, request workflows, and documentation to address common IT needs of employees.

• Assess and enhance automation and self-service systems by utilizing metrics such as adoption rates, onboarding duration, ticket deflection, and error rates.

• Oversee Google Workspace administration while enforcing security policies, sharing protocols, organizational unit configurations, and license management.

• Provide daily Salesforce user administration and collaborate with Sales and Operations for significant changes.

• Coordinate IT procedures for onboarding, role transitions, and employee departures.

• Resolve complex issues related to devices, networks, systems, and applications.

• Manage endpoint compliance via the MDM platform and maintain SSO and identity integrations.

• Work with cross-functional stakeholders to identify technical requirements and enhance the IT environment.

• Document and implement IT standards, policies, procedures, and operational runbooks.

• Report directly to the Head of Reliability and Security Engineering as a member of the SRE Team.

⛳️ Requirements

• Proficient IT Specialist with a background in supporting reliable, available, and secure IT infrastructure.

• Experience in Google Workspace administration, including Gmail, Calendar, Drive, Meet, Groups, shared drives, organizational units, security policies, sharing controls, and license management.

• Salesforce user administration experience, covering account provisioning, profiles, permission sets, role hierarchies, and basic configuration support.

• Background in managing MDM platforms and ensuring endpoint compliance.

• Familiarity with maintaining SSO and identity integrations across various SaaS applications.

• Capability to design and construct automated workflows for onboarding, role changes, and offboarding.

• Ability to create self-service tools, request workflows, and corresponding documentation.

• Proficiency in troubleshooting complex device, network, system, and application issues.

• Skill in measuring the performance of automation and self-service using metrics such as adoption rates, onboarding time, ticket deflection, and error rates.

• Competence in documenting and implementing IT standards, policies, procedures, and runbooks.

• A mindset characterized by curiosity, a preference for simplicity, a focus on composability, a self-service orientation, and empathy towards colleagues, stakeholders, users, and patients.

🏝️ Benefits

• Equity

• PTO

• Comprehensive asynchronous work practices that support remote work

• Access to in-person office hubs located in Boston, New York, and Paris