Description

Key Responsibilities

 

• Provide L2/L3 production support for ProcessUnity and DocuSign applications, resolving complex incidents and service requests within defined SLAs.
• Investigate, troubleshoot, and perform root cause analysis for application issues and implement permanent resolutions.
• Design, configure, and implement enhancements in ProcessUnity, including workflows, forms, questionnaires, user roles, permissions, integrations, and platform configurations.
• Configure and administer DocuSign, including account provisioning, user management, templates, workflows, permissions, and platform settings.
• Support integrations between ProcessUnity, DocuSign, and other enterprise applications using APIs, SSO, or middleware where applicable.
• Plan, coordinate, and execute platform upgrades, patches, releases, and maintenance activities with minimal business disruption.
• Maintain and update platform documentation, including support procedures, runbooks, knowledge articles, configuration documentation, and standard operating procedures.
• Participate in change management activities, including impact assessments, testing, deployment planning, and post-implementation validation.
• Monitor platform performance, identify improvement opportunities, and proactively recommend enhancements.
• Collaborate with business stakeholders, vendors, and offshore support teams to ensure timely issue resolution and successful delivery of platform enhancements.
• Ensure compliance with organizational security, governance, and change management policies.

Required Qualifications

 

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience supporting enterprise SaaS applications.
• Hands-on experience administering and supporting ProcessUnity.
• Hands-on experience administering DocuSign (eSignature and/or CLM preferred).
• Experience providing L2/L3 application support in a production environment.
• Experience configuring workflows, user roles, permissions, templates, and business processes.
• Experience managing application upgrades, patches, releases, and production deployments.
• Strong troubleshooting and root cause analysis skills.
• Experience working with ITSM tools such as ServiceNow, Jira, or similar.
• Strong written and verbal communication skills.

Preferred Qualifications

 

• Experience with REST APIs and application integrations.
• Knowledge of SAML/SSO and Identity & Access Management.
• Experience with change, incident, and problem management processes (ITIL).
• Familiarity with enterprise GRC, Vendor Risk Management, or Third-Party Risk Management platforms.
• Experience working in regulated industries such as Life Sciences, Healthcare, or Financial Services.
• Experience working in a global onshore/offshore support model.

Technical Skills

 

• ProcessUnity Administration
• DocuSign Administration (eSignature/CLM)
• SaaS Platform Administration
• L2/L3 Application Support
• Workflow & Configuration Management
• User and Access Management
• API & System Integrations
• Release & Patch Management
• Incident, Problem & Change Management
• Root Cause Analysis (RCA)
• Technical Documentation
• ITSM Tools (ServiceNow, Jira, etc.)

Preferred Certifications

 

• DocuSign Administrator Certification (preferred)
• ITIL Foundation Certification
• Relevant SaaS Platform or Cloud Certifications (preferred)

Key Skills

Education

Bachelor's degree