SaaS System Administrator | IT System Administration Journey
Full Time | Permanent
Salary Range: $85,764 - $115,344 Annually
This is a telework eligible position. The candidate of choice may work from anywhere in Washington state with a reliable internet connection. Travel to various facilities may be required.
The Washington State Department of Corrections is seeking a proactive and methodical individual to join the Information Technology (IT) team as a SaaS System Administrator (IT System Administration Journey)!This position plays a key role in ensuring secure, efficient, and reliable delivery of Software-as-a-Service platforms that support critical business functions. The System Administrator leverages technical expertise and user-centered practices to optimize system performance, enhance service delivery, and contribute to equitable and scalable technology solutions.
As a Service (SaaS) Administrator, you will provide journey level expertise with a focus on system administration of SaaS solutions, ensuring the optimal performance, security, and availability of SaaS applications. The candidate of choice will manage and maintain integrations for environments including providing technical support, troubleshooting issues, and implementing improvements to enhance system reliability and user experience while developing processes and providing reporting analysis on operations
Collaboration is key as you will work closely with other IT staff to drive continuous process improvement initiatives, and ensure business value is driven by leveraging data-driven insights and consultative expertise optimizing system usage, improving business processes, and enhancing overall customer satisfaction. Your knowledge and assistance in the technical support realm will ensure SaaS systems are continuously available and stable, and optimal performance of the SaaS platforms radiates through proactive system monitoring, maintenance, and optimization.
We are searching for someone who will provide exceptional customer service ensuring a positive user experience by efficiently resolving user issues, delivering timely support, and empowering users to effectively utilize the SaaS platform while improving public safety by positively changing lives!
A completed application packet will include:
- A cover letter regarding your interest in this position with our agency
- A detailed resume
- Three professional references
We are looking for teammates who share our vision of public service, committed to an equitable and inclusive culture that fosters and inspires excellence, while promoting innovation, engagement, and safety, leading to better outcomes for our incarcerated population, our agency, and our community.
As an IT System Administration Journey, some of your duties will include:
- Assuming responsibility for the day-to-day administration and maintenance of cloud software solutions which could include:
- Ensuring optimal system performance, user access management, data integrity, and overall system stability
- Resolving technical issues, implement system upgrades, and maintain a secure and reliable environment for customers.
- Managing and maintaining SaaS solutions, including the installation, configuration, testing and upgrades
- Monitoring system performance and troubleshoot issues promptly
- Implementing and enforcing security best practices, addressing any identified risk
- Defining application configurations including testing on end devices and providing all information needed for the successful delivery and use
- Providing timely and effective technical support to both internal and external users of SaaS platforms which could look like:
- Resolving user issues, providing guidance on system usage, and ensuring a positive user experience including the development and administration of training
- Providing technical support to users, resolving issues and answering questions
- Responds promptly to user inquiries and support requests via various channels (e.g., ticketing system, email, phone, chat)
- Diagnosing and troubleshooting user issues related to system functionality, data access, and account management
- Creating and providing written technical designs, troubleshooting for Tier 0+, make vendor available documentation to customers
- Providing valuable insights into system usage, data trends, and best practices to optimize business processes and achieve key objectives to include:
- Functioning as the IT contact for user-driven solutions, offering technical assistance and facilitating communication with vendors when required
- Maintaining ongoing dialogue with business owners to evaluate their technology usage, resolve concerns, and optimize system configurations to better meet their goals
- Analyzing system usage data to identify trends, patterns, and areas for improvement
- Generating reports on system performance, user activity, and data usage
What we need (required qualifications):
- High school diploma or equivalent
- Four (4) years of paid IT experience in an enterprise environment*
- Three (3) years in an IT System Administration – Entry position within the last 6 years
- Two (2) years of experience in the administration and management of SaaS platforms**
- Two (2) years of experience in the implementation of security principles and best practices**
*Bachelor’s degree or higher in Computer Science or related field from an accredited institution whose accreditation is recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA), or a foreign equivalent may be substitute for experience.
**Experience may be gained concurrently with paid professional technical experience.
What will make your application stand out (preferred qualifications):
- Strong understanding of integrations, APIs, and data flows within SaaS ecosystems
- Strong interpersonal skills and working collaboratively across teams and vendors
- One (1) year of experience with scripting languages (e.g., PowerShell, Power FX)
- Ability to translate technical concepts into accessible terms for stakeholders and users
- Two (2) years of experience managing SaaS-related projects, including system upgrades or new implementations
- One (1) year of experience with ITIL frameworks or service management methodologies
Vision: Working together for safer communities.
Mission: Improving public safety by positively changing lives.
Our Commitment: To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.
DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.
IMPORTANT NOTES:
- This recruitment may be utilized to fill more than one position.
- Please include a minimum of three (3) professional references with your application. A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies. If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.
**Please note: Phone number AND email address are required for all professional references. - A background check including criminal record history will be conducted prior to a new hire. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
- Employees may work directly with or near incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.
- We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws. A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.
- Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
- Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
- Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire. When positive tests result, further information, testing and treatment will also be required. Employment is not contingent upon test results.
- Foreign equivalent degrees awarded outside the United States must have a credential evaluation report attached to your application. You may request the required evaluation/documentation from www.wes.org and www.aice-eval.org. Until this documentation is provided, you will not be selected to move forward in the hiring process.
- DOC complies with the employment eligibility verification requirements for the federal employment eligibility verification form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form. https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents
- DOC does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visit www.uscis.gov.
Telework Details
This position may be allocated for telework. Work may be performed from your home or another offsite location within the state of Washington using a reliable internet or cellular hotspot service at that time. Employees are expected to perform assigned duties in a safe manner, to take proper care all state-issued equipment, and maintain confidentiality of all information in possession while working offsite. Employees will be required to commute to a Department of Corrections facility or field office as business requires, to potentially include components of the onboarding process. Some offices will have a “drop in” area available, however, a dedicated workspace within a DOC facility will not be provided.
What We Offer:
As an employee of the Department of Corrections, your work-life integration is a priority. Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation. Besides comprehensive family insurance for medical, dental, and vision, these perks also may include:
- Remote/telework/flexible schedules (depending on position)
- Up to 25 paid vacations days a year
- 8 hours of paid sick leave per month
- 12 paid holidays a year
- Generous retirement plan
- Flex Spending Accounts
- Dependent Care Assistance
- Deferred Compensation and so much more!
PERS: State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
For questions about this recruitment, or to request reasonable accommodation in the application process, please email mackenzie.conley@doc1.wa.gov or call us at 509-630-9160. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.