Enterprise Applications Administrator

Architect, Systems Services Design Job Description

POSITION PROFILE

The Architect, Systems Services Design is responsible for ongoing review and optimization of business processes, identifying workflow efficiencies, and recommending enhancements to improve service delivery. This role actively monitors departmental operations, collaborates with leadership to enhance processes, and develops new workflows to support service‑advantage clients. The position also serves as a liaison between business leaders, end users, software engineers, and developers—supporting discovery, design, implementation, and continuous improvement of systems and applications.

JOB DUTIES AND RESPONSIBILITIES

Reconcile user requirements with engineering constraints. Develop, document, communicate, and enforce policies for standardizing systems and software. Design and implement short‑ and long‑term strategic goals for managing and maintaining systems and software. Develop, document, and communicate workflows. Develop and execute test plans to evaluate infrastructure and system performance; report findings and recommend improvements. Model business and system processes using use‑case scenarios, workflow diagrams, and data models. Develop, document, and communicate plans for strategic investment in systems architecture, including cost‑reduction analysis. Organize training to improve employee skills and support organizational growth. Create and maintain compliance‑architecture methods such as metadata management, change control, and data storage. Perform User Acceptance Testing (UAT) within development sprints across platforms. Document procedures following Knowledge‑Centered Service (KCS) standards. Develop applications and web solutions aligned with organizational objectives. Recommend performance and functionality enhancements for system development and perform daily system administration, including system upgrades. Create requirements documentation. Perform and coordinate system testing (in and out of QC environments). Perform and coordinate data validation. Collect, extract, and analyze data from systems and subsystems to identify issues, define baselines, and highlight improvement opportunities. Perform user‑maintenance activities, including user creation and access authorization. Interface with leadership and IT to ensure integrity of applications and subsystem interfaces. Design, develop, and manage reports for custom‑built and commercial software applications. Recommend standardized processes and procedures to management.

QUALIFICATIONS

(Education, Experience & Certifications) Bachelor's degree in Computer Science, Information Systems, or 4+ years of related experience/training—or equivalent combination of education and experience. 3+ years of system administration experience. 3+ years of customer support experience. Demonstrated integrity when handling sensitive company data. Proven adherence to policies and procedures.

Certifications strongly preferred:

ITILv4, ServiceNow Admin, VCC Admin . Proven ability to research emerging technologies, trends, standards, and products. Strong understanding of information‑processing principles, lean process design, ITILv4, SDLC, and Agile Scrumban. Experience with ITSM, CSM, QM, WFM, Multichannel solutions (ServiceNow, Oracle, Five9 preferred). Experience designing workflows and utilizing APIs (preferred).

KNOWLEDGE, SKILLS & ABILITIES

Exceptional analytical, conceptual, and problem‑solving abilities. Hands‑on experience with business requirements gathering and analysis. Experience performing end‑user acceptance testing. Strong ability to prioritize and execute tasks in high‑pressure environments. Excellent written and verbal communication skills. Strong interpersonal and consultative skills. Ability to work collaboratively in a team‑oriented environment. Ability to handle confidential information, work independently, and meet deadlines. Ability to read and interpret business periodicals, journals, technical procedures, and regulations. Ability to create reports, business correspondence, and procedural documentation. Ability to present information and respond to questions from managers, clients, and customers. Advanced proficiency with database and spreadsheet functions, including formulas. Expert proficiency with MS Office (Excel, Word, PowerPoint, Access, Outlook). Expert knowledge of system‑database sources and advanced data‑query skills (MS Access, Oracle R D Tool, etc.). Advanced project‑lead abilities, including scheduling, meeting coordination, and full project lifecycle execution. Ability to train and mentor others. Strong project‑management, analytical, and programming skills with a solution‑oriented mindset.

WORKING CONDITIONS, MENTAL & PHYSICAL DEMANDS

Works in a typical office environment with standard lighting, ventilation, temperature, and noise levels. Occasional overnight travel required. Work involves diversified assignments; past precedents help guide problem‑solving, though new alternatives may be developed. Requires moderate dexterity (calculator, keyboard, hand tools, eye‑hand coordination). Minimal physical effort; work is primarily sedentary but may involve walking, standing, bending, reaching, and lifting items under 10 lbs (e.g., files, paperwork, small parts).

Note:

The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, skills, duties, or working conditions associated with the role.