IT Operations Administrator

Responsibilities

• 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

Requirements

• 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
• 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:
• S tep Up: Show the world what it looks like to live and work by the

Additional Information

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.

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