IT Operations Administrator

ABOUT THE ROLE The IT Operations Administrator is a critical role at Hootsuite, responsible for owning a core part of how owls receive IT support. This position requires close collaboration with the Global IT team and acting as an escalation point on the service desk. The successful candidate 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 the following key tasks: - 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 a focus on complex and project work - Contribute to incident handling, including participation in escalations and follow-up - Own day-to-day administration of multiple core platforms, developing a deep understanding of the platforms and contributing to their specialization - Administer and support AI platforms and tooling, applying Hootsuite's data-handling and governance standards - Manage the identity lifecycle and access management across connected systems - Build and maintain integrations, automations, and workflows that reduce manual effort - 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 complex work into tickets, moving it through the agile workflow - Participate in the global on-call rotation - Perform 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 use an organized and logical approach to find solutions to complex problems - Excellent customer focus, with a desire to proactively help and serve internal/external customers meet their needs - Strong open communication skills, with the ability to clearly convey thoughts, both written and verbally - Ability to collaborate and work with others to deliver results, prioritizing group needs over individual needs - Strong accountability, with the ability to hold self and others accountable to meet commitments WHY REMOTE Hootsuite is a remote-friendly company, and this role is designed to be