IT Applications Administrator

Reports to: Director of IT

Location: Hyderabad In Office 4 days a week, 1 day remote

Employment Type: Full-Time

Experience: 5+ years

About the Role

We are seeking an experienced Enterprise Applications Administrator to own the administration, optimization, and ongoing improvement of our business-critical SaaS applications and workflows. This role will serve as a key partner to teams across the organization, translating business needs into effective technology solutions that improve operational efficiency, reduce manual work, and enhance both the customer and employee experience.

The IT Applications Administrator will manage and optimize platforms such as HubSpot, Front, Zapier, and other SaaS applications as the business evolves. This individual will be responsible for application configuration, workflow automation, integrations, user access and onboarding, reporting, documentation, training, and ongoing platform improvements.

This is an individual contributor role requiring strong technical aptitude, excellent problem-solving skills, and the ability to work directly with stakeholders to understand business needs and implement practical solutions.

Key Responsibilities

Application Administration & Optimization

- Administer and maintain business-critical SaaS applications, including HubSpot, Front, Zapier, and other platforms as identified.
- Configure application settings, workflows, permissions, routing logic, pipelines, notifications, and other platform functionality.
- Monitor platform usage and performance and identify opportunities to improve efficiency, consistency, and user experience.
- Establish and maintain standardized application processes and best practices across the organization.
- Evaluate new application capabilities and determine how they can be used to address business needs.

Business Requirements & Solution Design

- Partner with stakeholders to understand business processes, pain points, and operational requirements.
- Gather, document, and translate business requirements into practical system and workflow solutions.
- Evaluate potential solutions and recommend approaches that balance functionality, usability, security, and operational needs.
- Coordinate with internal teams and external vendors when specialized expertise or support is required.

Workflow Automation & Integrations

- Design, build, and maintain workflow automations to reduce manual processes and improve operational efficiency.
- Develop and maintain integrations between SaaS applications using native integrations and platforms such as Zapier.
- Identify opportunities to connect systems that do not have native integrations.
- Troubleshoot automation and integration issues and ensure workflows continue to operate reliably.
- Regularly review existing automations to eliminate unnecessary steps,



improve reliability, and support evolving business processes.

Security, Risk & Access Management

- Review new applications, integrations, and significant system changes for potential security, compliance, data exposure, dependency, and operational risks.
- Support appropriate user provisioning, access management, and permissions across applications.
- Ensure users receive appropriate access based on their responsibilities and business requirements.
- Partner with Trust & Safety and other relevant stakeholders to identify and address application-related risks.

User Onboarding & Training

- Configure applications and provision users as part of employee onboarding.
- Ensure new users have the appropriate access, configuration, and knowledge needed to effectively use business applications.
- Develop training materials, presentations, tutorials, and standard operating procedures.
- Lead live training sessions and create recorded training resources when appropriate.
- Establish standardized platform training for new Support hires and other applicable teams.

Documentation & Knowledge Management

- Create and maintain application documentation, SOPs, process guides, troubleshooting runbooks, and knowledge base articles.
- Document system configurations, workflows, integrations, and key operational processes.
- Ensure documentation remains current as systems and processes evolve.
- Develop clear, accessible resources that enable users and internal teams to troubleshoot common issues independently.

Support & Customer Experience

- Configure and optimize customer support workflows, including routing logic, automated responses, message templates, and agent-facing processes.
- Partner with Support and Customer Success teams to identify opportunities to improve workflows and the customer experience.
- Troubleshoot application and workflow issues and provide timely support to users.
- Identify recurring issues and implement long-term solutions rather than relying solely on manual intervention.

Systems & Data Migrations

- Support application and data migrations, including planning, data mapping, transfer, validation, testing, and cutover.
- Identify dependencies and potential risks associated with system changes and migrations.
- Coordinate testing and validation with stakeholders to ensure systems and data are ready for production use.
- Help establish post-migration processes and documentation.

Continuous Improvement





- Regularly evaluate workflows, automations, reporting, and application usage to identify opportunities for improvement.
- Look for ways to reduce manual work, eliminate redundant processes, and improve system reliability.
- Stay informed about new features and capabilities within supported applications.
- Proactively recommend and implement improvements that enhance operational efficiency and the customer and employee experience.

Qualifications

- 5+ years of experience in SaaS administration, business applications, systems administration, business systems, operations technology, or a related field.
- Hands-on experience administering and configuring SaaS applications in a business environment.
- Experience building and maintaining workflow automations and system integrations.
- Experience with platforms such as HubSpot, Front, Zapier, or similar business applications.
- Strong understanding of user provisioning, permissions, workflows, integrations, and application configuration.
- Demonstrated ability to gather requirements and translate business needs into effective technical solutions.
- Robust troubleshooting and problem-solving skills.
- Experience creating technical documentation, SOPs, training materials, and process documentation.
- Experience working with cross-functional stakeholders and translating technical concepts for non-technical audiences.
- Solid attention to detail and ability to manage multiple applications, projects, and priorities simultaneously.
- Excellent written and verbal communication skills.
- Ability to work independently, take ownership of projects, and proactively identify opportunities for improvement.
- Ability to work effectively in an in-office environment.

Preferred Qualifications

- Experience administering HubSpot, Front, Zapier, or comparable CRM, customer support, and automation platforms.
- Experience with APIs, webhooks, and third-party system integrations.
- Experience supporting Support, Customer Success, Trust & Safety, or other customer-facing operational teams.
- Experience with data migrations and system implementations.
- Familiarity with SaaS security, data privacy, access controls, and compliance considerations.
- Experience developing operational dashboards and reporting.
- Experience working in a multi-brand or multi-business-unit environment.

What Success Looks Like Success in this role means our business applications are reliable, well-documented, appropriately configured, and effectively adopted by the teams that use them. The IT Applications Administrator will proactively identify opportunities to automate manual work, standardize processes, improve reporting, strengthen access and risk controls, and continuously improve the tools and workflows that support our employees and customers.

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