Senior Support Solutions Specialist

Senior Support Solutions Specialist Overview

• The Senior Support Solutions Specialist ensures stability, security, and usability of core productivity platforms, including Microsoft 365, Jira, and DocuSign.
• This role involves application administration, complex troubleshooting, and cross-functional initiatives to advance operational maturity.
• Collaborate with teams to operationalize governance and improve user enablement within the technology ecosystem.
• Proactively monitor system health, resolve errors, and mitigate risks before they impact users.
• Create and maintain clear documentation for systems, troubleshooting processes, and support scenarios.
• Mentor Tier 1/2 support staff to improve troubleshooting consistency and ticket quality.
• Contribute to continuous improvement by identifying automation opportunities and refining workflows.
• Communicate effectively with users and stakeholders, ensuring positive service experiences.

Senior Support Solutions Specialist Key Responsibilities & Duties

• Administer and optimize Microsoft 365 operations, including identity and access, Teams administration, and platform updates.
• Manage Jira workflows, schemes, permissions, automation rules, and governance controls.
• Serve as an escalation point for complex user support issues across devices, applications, and collaboration platforms.
• Lead root-cause analysis for recurring or high-impact incidents, documenting resolutions and lessons learned.
• Maintain DocuSign templates, permissions, workflows, and integrations to ensure compliance with standards.
• Collaborate with cross-functional teams to enhance operational maturity and digital enablement.
• Support Smartsheet, Miro, and other productivity platforms within the internal applications portfolio.
• Identify automation opportunities and refine support workflows for improved efficiency.

Senior Support Solutions Specialist Job Requirements

• Bachelor of Science (BS) degree and 8–10 years of experience in technical support or systems administration.
• Proven ability to diagnose and resolve complex issues across platforms, devices, and networks.
• Experience administering Microsoft 365, including Teams, Exchange Online, SharePoint, and security configurations.
• Demonstrated expertise in Jira administration, including workflow design and automation.
• Knowledge of DocuSign configuration and administration is preferred.
• Strong understanding of platform governance, security fundamentals, and operational best practices.
• Exceptional communication skills to translate technical concepts for non-technical audiences.
• Certifications such as Microsoft 365 Administrator or Jira Administrator are desirable.