Description

Provide L2/L3 production support for ProcessUnity and DocuSign applications, resolving complex incidents and service requests within defined SLAs.

This role is on-site.

Responsibilities

• Investigate, troubleshoot, and perform root cause analysis for application issues, implementing permanent resolutions.
• Design, configure, and implement enhancements in ProcessUnity, including workflows, forms, user roles, permissions, and integrations.
• Configure and administer DocuSign, managing account provisioning, templates, workflows, and platform settings.
• Support integrations between ProcessUnity, DocuSign, and enterprise applications using APIs, SSO, or middleware.
• Plan and execute platform upgrades, patches, and releases while maintaining comprehensive documentation and runbooks.

Required Skills

• 5+ years of experience supporting enterprise SaaS applications in a production environment.
• Hands-on experience administering and supporting ProcessUnity.
• Hands-on experience administering DocuSign (eSignature and/or CLM preferred).
• Experience providing L2/L3 application support and managing application upgrades.
• Strong troubleshooting and root cause analysis (RCA) skills.
• Experience working with ITSM tools such as ServiceNow or Jira.
• Bachelor's degree in Computer Science, Information Technology, or a related field.

Preferred Skills

• Experience with REST APIs and application integrations.
• Knowledge of SAML/SSO and Identity & Access Management.
• Experience with change, incident, and problem management processes (ITIL).

Key Skills

Education

Bachelor's degree