About the Role
Title: Gainsight System Admin
Location: Remote.– US
Job Description:
We are Bugcrowd. Since 2012, we’ve been empowering organizations to take back control and stay ahead of threat actors by uniting the collective ingenuity and expertise of our customers and trusted alliance of elite hackers, with our patented data and AI-powered Security Knowledge PlatformT. Our network of hackers brings diverse expertise to uncover hidden weaknesses, adapting swiftly to evolving threats, even against zero-day exploits. With unmatched scalability and adaptability, our data and AI-driven CrowdMatchT technology in our platform finds the perfect talent for your unique fight. We aim to create a new era of modern crowdsourced security that outpaces threat actors. Unleash the ingenuity of the hacker community with Bugcrowd, visit www.bugcrowd.com. Based in San Francisco, Bugcrowd is supported by Rally Ventures, Costanoa Ventures, Blackbird Ventures, Triangle Peak Partners, and others.
Bugcrowd is seeking a System Admin to cross functionally assess, design, configure and support our suite of Business Systems, supporting Customer Success, Hacker Success, Services, Sales and Support functions.
Job Summary:
Duties will include analysis, requirements, design and architecting the internal business systems tech stack (primarily focused on Gainsight), daily support, enhancements and maintenance of existing systems, and continuous improvement in operations to ensure compatibility with evolving business requirements. In this role, you will communicate with managers and end-users to design cohesive system strategies and ensure effective collaboration throughout all phases of analysis, development, testing and deployment. We operate in a flexible and proactive work environment to facilitate a quick response to changing business objectives and growth.
- Provide system administration support of internal systems, including (not limited to) Gainsight, Salesforce and other third-party applications.
- Collaborate with internal Customer Success, Hacker Success and Services stakeholder groups to develop and communicate comprehensive business requirements and technical design.
- Translate business requirements into system configurations, adhering to best practices.
- Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
- Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
- As the Subject Matter Expert, develop system design specification documents.
- Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight
- Conduct bulk email campaigns and Surveys to a specified group of customers using Gainsight
- Handle ad-hoc customizations, core functionality adjustments, and user administration.
- Perform configuration, testing & deployment of highly visible, corporate initiative system projects.
- Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release
- Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
- Follow through full system projects, utilizing your expertise to determine the business problem, business impact, risks, value, solution options, plan for development, testing, deployment, etc.
Requirements:
- Provide system administration support of internal systems, including (not limited to) Salesforce, Gainsight, DocuSign, Netsuite and related integrations and third-party applications.
- Collaborate with internal stakeholder groups to develop and communicate comprehensive business requirements and technical design.
- As the Subject Matter Expert, develop system design specification documents.
- Monitor system user adoption and provide training, and/or input to trainers.
- Perform configuration, testing & deployment of highly visible, corporate initiative system projects.
- Follow through full system projects, utilizing your expertise to determine the business problem, business impact, risks, value, solution options, plan for development, testing, deployment, etc.
Experience:
The ideal candidate must be a proactive, critical thinker, possess a strong sense of ownership, and be able to work both independently and collaboratively. Is comfortable and successful in a fast-paced, dynamic environment and thrives on finding solutions to daily challenges as well as large corporate initiatives. Characteristics must include attention to detail, proficient problem solving and the ability to prioritize and multitask. Self-motivation and an inherent sense of urgency is critical.
Qualifications for an ideal candidate:
- 2 – 3 years hands-on Gainsight administration experience required.
- Level 1 and Level 2 Gainsight certification is required.
- Level 3 certified individuals are preferred (or willing to obtain within their first year in the role).
- Bachelor’s Degree in Computer Science or Engineering or comparable experience.
- Experience assessing and implementing business systems for multiple stakeholder groups.
- Fundamental knowledge of Gainsight modules including Data Management (objects), Rules Engine, Data Designer, Scorecards, User Management, Success Plans, and CTAs
- Thorough knowledge on using Journey orchestrator, creating Reports & Dashboards
- Experience in integrating Gainsight with multiple platforms such as Salesforce, Freshdesk, JIRA, Amazon S3, etc.
- Basic understanding of utilizing horizon rules for automating Data loads, assigning health scores, creating Success plans and CTA’s & troubleshoot the failures
- Candidates with a background in customer success or a comparable grasp of fundamental customer success principles are preferred.
- Experience with the full SDLC (Software Development Life Cycle).
- Exceptional “soft” functional skills, i.e. communication, organization, problem-solving, etc.
- Experience developing and documenting system and workflow diagrams.
- Experience with integrations, testing, migrations and implementation/release processes.
- Comfortable practicing Agile Methodology.
- Experience with system and data migrations a plus.
- Additional system certifications a plus, i.e. Salesforce, Netsuite, etc.