Senior IT Support Administrator

IT Administrator (Maternity Cover)

Position term: 22nd October 2024 – End Dec 2024 Hours: 9am – 5pm local time zone

Location:  UK or US (East Coast)

About TM Forum

TM Forum is a global association of over 850-member companies that generate US $2 trillion in revenue and serve five billion customers across 180 countries. We drive collaboration and collective problem-solving to maximize the business success of communication and digital service providers and their ecosystem of suppliers around the world. Today, our focus is on supporting members as they navigate their unique digital transformation journeys, providing practical and proven assets and tools to accelerate execution and platforms to facilitate collaborative problem solving and innovation. You can learn more at www.tmforum.org.

Our vision is to drive the next wave of digital business growth – the digitization of every industry – by providing a common innovation platform to connect businesses, industries, and ecosystems. We do this in a highly practical and agile way through collaboration programs and communities which lead to rapid prototypes – ranging from digital business models to interconnectivity APIs – that have real world commercial applications. Complementing our collaboration programs, the Forum provides thought-provoking digital business research and publications, industry best practices and standards along with training programs to accelerate adoption, and events and workshops which connect top business & IT leaders to learn, network, and develop meaningful partnerships.

Role Overview

The IT Team Administrator will be part of the Information Technology & Services team, reporting to the IT Support Lead. This role will be joining a small IT operations group that supports approximately 150 staff spread across the world but primarily in Western Europe and the US.

Job Specification

• Systems Administration
• User management, configuration changes, report creation/modification in systems such as:
• Salesforce
• Atlassian Confluence/Jira/Crowd
• Office 365
• Additional SaaS tools such as Stova, Docusign, etc.

IT Support

• Provide support to the TM Forum staff and members at various levels; across different time zones
• Assist team with JML process; User account management: creation and closure of accounts
• Maintain and audit user accounts and equipment
• Website Support: User activation, password resets, account closure
• Monitor and communicate system uptime
• Perform software roll-outs, upgrades and updates
• Support case management
• Utilizing Salesforce cases and Jira
• Managing own tickets: responding to customers/staff, keeping details up to date, re-assignments, escalations.
• Escalating tickets to other teams or vendors, sometimes by creating a new ticket in their own bespoke system
• Manage purchases, requisitions, and invoices in accounting platform
• Setting up new vendors
• Sending contracts for legal review
• Collect invoices for online services

Person Specification

• Experience in either a team/office support role or IT support/help desk with a ticket management system
• Specific SaaS experience
• Salesforce – preferably has experience with Classic & Lightning, administration familiarity and ability to make reports/dashboards, work with Flow

Office 365 – Exchange, Sharepoint, Teams

• Some flexibility with shifting hours slightly to accommodate those in a different time zone or work requirements outside typical hours
• You enjoy a dynamic workplace where two days are never the same; you can be flexible to changing priorities and tasks
• You can work independently and cooperatively with team members, including those in different time zones.
• You are resourceful and can utilize and follow existing internal documentation and can also go find solutions using vendor documentation and other means as needed
• Outstanding communication skills both verbal and written
• Willing and eager to learn and try new skills and tasks
• Excellent organizational and administrative skills with a systematic approach to work

Desirable

• Experience with any of the following is highly desirable:
• Atlassian Jira & Confluence, Power Automate, Zapier, Stova (Aventri), Atera, Docusign Certify, Website CMS such as Wordpress, Strapi and/or comfortability with HTML, Windows/Apple technical support, project management experience
• Ability to travel periodically for team meetings, typically in London area

Diversity & Inclusion at TM Forum

TM Forum is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws.

Some flexible hours needed to accommodate team calls in different time zones. Our people are unique and many of our staff work flexibly in many ways. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.