System Administrator

• Support and maintain Telestream's internal IT infrastructure, including on-premises and cloud-based systems
• Resolve complex user support issues
• Collaborate closely with the global IT team
• Ensure systems are reliable, secure, and well-maintained

Systems Administrator

• Serve as the primary administrator for the Support instance of Salesforce Service Cloud
• Own configuration including:
• Case lifecycle and status models
• Fields, layouts, and page design
• Routing and assignment logic
• Automation (Flows, validation rules, etc.)
• Product Additions (Organic or through M&A)
• Ensure the system reflects real support workflows, not idealized or overly rigid processes
• Continuously refine system structure to improve:
• Usability for support engineers
• Data quality and reporting reliability
• Alignment to product architecture and issue types
• Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows
• Own integrations between Salesforce and:
• Microsoft Fabric (data pipelines)
• Gainsight (support signals into customer health)
• Other tools (e.g., Slack, Jira, AI platforms)
• Partner with IT and data teams to ensure data integrity, reliability, and scalability
• Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:
• Case intake and triage
• Knowledge generation
• Workflow augmentation
• Ensure AI enhances—not degrades—the quality of complex support interactions
• Establish guardrails and monitoring for AI-driven workflows
• Partner with:
• Support Ops Manager (workflow and process design)
• Support Ops Analysts (data structure and reporting needs)
• IT Salesforce team (alignment with broader SFDC governance)
• Establish best practices for change management, release cycles, and system governance

Principal System Administrator, Salesforce Service Cloud

• You will support the SQL Server Database Administration team in daily operational activities
• You will monitor SQL Server instances to ensure database availability and health checks
• You will Perform basic health checks on SQL Server instances
• You will monitor and respond to alerts related to SQL Server
• You will perform basic troubleshooting for common SQL Server issues
• You will assist in handling incidents and service requests through ticketing tools
• You will perform initial issue analysis and escalate complex issues to seniors
• You will ensure incidents and service requests are handled within defined SLA timelines
• You will assist with SQL Server backup and restore activities under guidance
• You will support routine maintenance tasks
• You will assist senior DBAs during SQL Server patching and upgrade activities
• You will support user access requests
• You will maintain basic documentation and update runbooks for DBA operational tasks
• You will follow standard operating procedures, security policies, and compliance guidelines

Systems Administrator – Graduate

• Overview of the role:The Sales Systems Analyst delivers operational excellence and drives business value by managing and optimising Sales platforms including Gong, Salesforce and Zuora. The role ensures seamless integrations across systems and translates business needs into effective solutions that improve efficiency and performance.
• - **System Management:** Maintain sales platforms through regular maintenance, upgrades, backups, and data housekeeping.
• - **Integrations:** Ensure stable and seamless integrations across systems.
• - **Stakeholder Partnership:** Collaborate with Sales, Marketing, Enablement, and Finance to deliver effective solutions.
• - **Process Optimization:** Analyse workflows and recommend efficiency improvements.
• - **Project & BAU Support:** Support system projects while ensuring uptime and BAU continuity.
• - **Issue Resolution:** Provide day-to-day support, troubleshoot issues, and implement preventative fixes.
• - **Data & Compliance:** Ensure data accuracy, integrity, and regulatory compliance.
• - **User Enablement:** Deliver training, promote best practices, and manage end-to-end user access lifecycle.
• - **Performance Monitoring:** Monitor system performance and drive continuous improvement.

Sales Systems Administrator

• Perform daily control room operations, including monitoring alerts, handling batch job abends, and managing incidents in accordance with SOPs.
• Execute Control-M activities such as holding, releasing, and restarting jobs.
• Monitor batch flows and escalate issues to ensure SLAs for critical processes are met.
• Monitor z/OS systems, review logs, and perform initial troubleshooting; engage next-level support when required.
• Execute operational procedures including IPLs (Initial Program Loads), maintenance implementations, and task restarts (bounce activities).
• Monitor system health using tools such as Chronos and report issues to senior leads or SMEs as needed.
• Create, update, and manage incident tickets and RITMs in ServiceNow, ensuring all tickets are accurately updated before shift end.
• Provide support to data centers (DCs), including troubleshooting batch processing issues and resolving printer-related problems.
• Support and facilitate EDIM (Data Center Power Outage activities) and related operational events.
• Handle customer support requests via phone queue, email, and chat platforms (Zoom, Teams, Slack) while meeting response SLAs.
• Follow established escalation procedures and SOPs for issue management and resolution.
• Maintain proper documentation and communicate issues effectively during shift handovers.

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