Junior SaaS Administrator

Role

Adopting SaaS solutions is a key priority for PwC. Therefore having excellent organisational structures and capabilities within the team is key. A SaaS Services Administrator is an emerging role to support SaaS services across the region.

In PwC CEE, a SaaS services administrator will administer all SaaS solutions, whether they are part of a Network wide deployment or a local initiative.

• Support the SaaS Services Manager to ensure that sufficient estimation has been undertaken to create reliable release plans

• Work with other CEE streams – Messaging & Collaboration, Mobility, Desktop, Network, Windows and Active Directory policies and other services

• Where required, license and account management for SaaS annual subscription renewal, headcount and their projection; often requiring liaison with GSLC.

• Follow CEE IT Service Management processes and procedures (eg Incident, Change and Configuration management) to ensure high level delivery and support of SaaS services

• Prepare service level reports

• Support SaaS Services Manager to ensure that SLA’s are met and business expectations are exceeded. Also, report to SaaS Services Manager any SLA breaches

• Support SaaS Services Manager to implement Continuous Service Improvement Plan (CSIP)

• Create reports to an agreed schedule (or on request) including SLA performance and other key metric reports

• Work with SaaS providers and vendors (PwC and non-PwC) where needed based on scope of responsibility

• Support SaaS Services Manager to establish and maintain policies, processes and procedures

• Experience working with a SaaS product with regular releases

• Good communication and organisational skills

• Understanding of and experience of producing metrics around delivery

• Experience and understanding of agile development and continuous improvement

• Ability to work in a multinational environment

• Full understanding of industry service management and methodologies (eg ITIL, ITSM)
  
  

• CEE SaaS Services Manager