Systems Engineer II (Remote)

Job Summary:

The Systems Engineer II is responsible for supporting the lifecycle of our rapidly growing SaaS application environments, identity provider integrations, and vulnerability remediation efforts while adhering to industry best practices for configuration and security. Perform change management for systems using a defined process which satisfies ITGC requirements for compliance. Create and maintain documentation for applications, processes, and standard operating procedures. Conduct audits on existing systems by running reports and providing analysis with recommendations. The role entails technical design, documentation, and implementation for systems and identities, development of software standards and access control requirements by role, and executes projects as needed to continuously improve iHerb’s technology services.

Job Expectations:

• Be an escalation point for Systems Engineer I and Systems Administrators
• Educate teams on the implementation of new cloud technologies and initiatives
• Recommend, schedule, and perform system improvements, upgrades, patches, and re-configurations
• Continuous improvement in operational processes
• Identify new integrations and automations for SaaS applications to increase value and adoption
• Deploy and debug SaaS systems utilizing compliance and security best practices.
• Provides detailed documentation for all SaaS configurations and implementations.
• Conduct audits on existing systems by running reports and providing analysis.
• Drive automation to reduce failures, manual tasks and improve overall application performance and availability.
• Perform incident management and response procedures to ensure all incidents are addressed appropriately.
• Work with cross-functional teams to develop automated onboarding, offboarding, and reporting processes.
• Perform systems administration activities to ensure the smooth operation of applications across multiple platforms.
• Perform change management for systems using a defined SDLC.
• Identify potential issues and integrate possible solutions.
• Support and maintain several SaaS platforms to focus on delivering the best customer experience.
• Keep up to date with new features and new releases of SaaS systems and tools.
• Engage with management regularly with reports on project status, activities, and achievements.
• Participate in project status meetings and communicate status of key projects to stakeholders and management.
• Escalate to piers, infrastructure engineering teams, or appropriate resolver team when assistance is needed.
• Demonstrate ownership of events and incidents through to restoration.
• Use the incident logging system (Jira) to maintain incidents and requests through the complete ticket life cycle.
• This role will need to participate in after hours, weekends, and holidays on-call support as and when required.
• The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Job Requirements:

• Awareness of new and emerging technologies
• Experience with Identity Management integrations with SaaS applications
• Demonstrated SaaS Administration & Cloud Apps experience.
• Working technical knowledge on collaboration of SaaS systems such as Google Workspace, Okta, Slack, Office365, etc.
• Demonstrated ability in technical configuration, process, and change documentation.
• Strong customer service orientation.
• Strong interpersonal, written, and oral communication.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Skilled at working within a dynamic, team-oriented, collaborative environment.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to present ideas and solutions in user-friendly language.

Experience Requirements:

3-5+ years' experience administering and integrating business critical SaaS Applications and identities in a complex technology environment.

Education Requirements:

Bachelor’s degree in Computer Information Systems or equivalent experience.

Judgment/Reasoning Ability:  Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.  Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Physical Demands: The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.  Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. The Team Member may occasionally lift or move office products and supplies up to 25 pounds. Proper lifting techniques required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The noise in the work environment is usually moderate for those working onsite. Other factors are:

• Hectic, fast-paced with multi-level distractions
• Professional, yet casual work environment
• Office / Warehouse environment

Ability to work extended hours as required

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