Overview:
TISTA Science and Technology is seeking a Senior System Administrator to join our growing team.
At TISTA, you’ll do meaningful, mission‑driven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We’re proud to serve and hire Veterans, and we put people first in everything we do.
TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Professional development reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!
Responsibilities:
This position provides advanced application support, customer consultation, requirements analysis, issue resolution, workflow coordination, and operational oversight for enterprise applications, with a primary emphasis on DocuSign services and related backend systems. The analyst manages intake requests, coordinates ServiceNow incident resolution, maintains Jira work items, and collaborates with technical teams to implement business solutions that improve customer service and operational efficiency.
- Provide Tier II and Tier III support for enterprise business applications.
- Troubleshoot application issues affecting end users.
- Investigate backend application failures and coordinate resolution with engineering teams.
- Monitor application health and service availability.
- Escalate critical production issues following established operational procedures.
- Ensure continuity of business operations through timely issue resolution.
- Serve as the primary technical point of contact for customers using enterprise applications.
- Respond to customer inquiries related to application functionality.
- Diagnose user-reported issues and identify root causes.
- Provide technical guidance and recommendations.
- Maintain a high level of customer satisfaction through effective communication and follow-up.
- Meet with customers to understand operational needs.
- Gather and document functional and technical requirements.
- Analyze existing business processes.
- Identify opportunities to improve workflows.
- Translate customer requirements into actionable technical work items.
- Validate proposed solutions with stakeholders before implementation.
- Manage ServiceNow incidents, service requests, and problem records.
- Prioritize tickets based on business impact.
- Monitor ticket aging and ensure SLA compliance.
- Document troubleshooting activities and resolutions.
- Coordinate with development teams on complex issues.
- Produce accurate documentation within ServiceNow.
- Create and manage Jira stories, tasks, and epics.
- Track work from intake through completion.
- Update workflow status throughout project execution.
- Coordinate backlog priorities with technical teams.
- Ensure accurate documentation of requirements and implementation activities.
Qualifications:
- Must have DocuSign administration and support experience, Enterprise application troubleshooting experience and backend application support experience.
- Must have experience with ServiceNow, Incident Management, Service Request Management, Problem Management and Knowledge Management.
- Project and work management experience with Jira, Agile methodologies and Scrum.
- Experience with requirements gathering, process mapping, workflow analysis, functional documentation and customer interviews.
- Experience with productivity tools such as Microsoft Office 365, Microsoft Teams, SharePoint and Visio (preferred).
- Seven or more years supporting enterprise business applications. Experience supporting customer-facing enterprise software.
- Experience working within Agile delivery teams. Experience supporting high-volume, highly available enterprise systems.
- Experience managing application incidents and service requests.
- Experience gathering and documenting business requirements.
Education:
- Bachelor's Degree in Computer Science, Electronic Engineering, or equivalent PLUS 5 Years of experience.
- Eight (8) years of additional relevant experience may be substituted for education.
Clearance:
- The ability to pass a Tier 2/Moderate Background Investigation.
Location:
- Remote, USA.
- Monday - Friday (8:00 AM - 4:30 PM CST).
Pay Range:
- The pay for this position ranges from $52,730 to $67,500.
- The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
- Also, certain positions are eligible for additional forms of compensation, such as bonuses.
- TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/
