Community and Education Services Administrator

SailPoint is seeking an Administrator to join our community and education administration team to support Single SailPoint Accounts, Compass (community platform), and Identity University (learning management platform). We are looking for an individual who can perform a variety of tasks to ensure excellent customer experience. This role is cross-functional, requiring regular communication with SailPoint’s customers, partners, prospects as well as internal teams. The community administrator supports access, review and change management processes, assisting users in publishing content, providing answers to questions, and troubleshooting issues.

Responsibilities:

• Configure roles, groups, permission sets and page level access as directed by policy or the Community Manager.
• User management – provision, de-provision and edit accounts (Khoros) for non-SailPoint employees, where automation does not do so.
• Monitor ticket queue for requests and resolve issues.
• Examine and correct Salesforce Customer Relationship Management data where errors exist.
• Creates and distributes periodic community reports on usage, user numbers, pageviews, search trends, etc. Ad-hoc reports as required.
• Responsible for ensuring that the universities and communities technology infrastructure is operating effectively, efficiently, and securely.
• Collaborates with Customer Success, Operations, Community, Education Services, and Support teams to ensure seamless functioning for users. Assists all team members with education services administration tasks.

Qualifications:

• Strong troubleshooting skills.
• Highly organized and able to prioritize and process several tasks concurrently.
• Initiative to take ownership of issues and drive to resolution.
• Ability to communicate effectively while ensuring compliance with set processes and procedures.
• Excellent attention to detail and strong organizational skills.
• Excellent communication and problem-solving skills.
• 2+ years of technology company experience.
• Knowledge of one or more of the following is an asset: Jive, Lithium, Khoros, SalesForce, Learndot, Zendesk, API, Business Intelligence Tools (like Tableau), HTML, XML, NodeJS, and CSS is a plus.

30-Day:

• Complete HR, IT, and Security onboarding
• Earn Identity Security Leader credential
• Understand job expectations, key performance indicators (KPIs), and deliverables.
• Review team structure and individual roles
• Meet team members, key stakeholders, and cross-department colleagues
• Participate in on-boarding activities and one-on-one meetings with managers
• Learn Community and education services processes and tech stack
• Build support queue with technical lead and begin reviewing peer responses

60-Day:

• Understand ticket types and escalation paths
• Begin to identify ticket trends
• Troubleshoot and take ownership of Level 1 tickets
• Build relationships with cross functional team members
• Contribute ideas in team meetings

90-Day:

• Troubleshoot and take ownership of Level 1 and Level 2 tickets
• Contribute to internal Community and Education Services slack channels
• Triage and resolve tickets independently
• Establish long-term professional goals with managers and identify opportunities for further skill growth