IT Operations Administrator (12 Month Contract)

ABOUT THE ROLE We are seeking an IT Operations Administrator to join our team for a 12-month contract. As an IT Operations Administrator, you will play a critical role in providing IT support to Hootsuite's owls, working closely with the Global IT team, and acting as an escalation point on the service desk. You will be responsible for the day-to-day administration of multiple core platforms, building automations, and operationalizing Hootsuite's AI transformation. WHAT YOU'LL DO As an IT Operations Administrator, you will be responsible for: - Acting as an escalation point for the Helpdesk queue, resolving complex issues that junior team members escalate - Owning service quality outcomes for a defined area of the queue, contributing to the team's overall SLA performance and ticket-quality improvement - Building, configuring, and deploying hardware and supporting the endpoint fleet, with a focus on complex and project work - Contributing to incident handling, including participation in escalations and follow-up - Owning day-to-day administration of multiple core platforms, developing a deep understanding of these systems - Administering and supporting AI platforms and tooling, applying Hootsuite's data-handling and governance standards - Managing the identity lifecycle and access management across connected systems - Building and maintaining integrations, automations, and workflows that reduce manual effort - Mentoring juniors and co-ops as a day-to-day technical buddy, and helping onboard new hires - Documenting procedures and contributing to the knowledge base and service catalogue - Contributing to ITIL-aligned process maturity across incident, request, and change - Participating in the global on-call rotation - Performing other related duties as assigned WHAT YOU'LL NEED To be successful in this role, you will need: - 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 - Strong problem-solving skills, with the ability to find solutions to complex problems - Excellent customer focus, with a desire to proactively help and serve internal/external customers - Strong communication and collaboration skills, with the ability to work with others to deliver results WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere, at any time, as long as you have a stable internet connection. This role is ideal for those who value flexibility and autonomy, and are self-motivated and disciplined. BENEFITS - Competitive salary - Comprehensive health plan - Parental leave - Education stipend - Life insurance - Equipment stip