Job Type: Full Time
Hours: Days
Salary: $50,000-$65,000 Yearly DOE

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm, to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

Summary of Position:
Reporting to the Manager of IT Operations & Support, the Application Administrator will manage, support, and optimize our business-critical platforms, including CRM (Customer Relationship Management), ITSM (IT Service Management), and other enterprise applications. The ideal candidate will be responsible for ensuring application stability, performing system customizations, implementing upgrades and patches, and collaborating with cross-functional teams to deliver scalable solutions that meet evolving business needs.

Key Responsibilities:
• Administer, maintain, and support enterprise platforms such as CRM (e.g., Sugar CRM, Suite CRM), ITSM (e.g., Easy Vista), and other business-critical systems.
• Manage user access, roles, and permissions to ensure secure and compliant system usage.
• Perform application customization and configuration based on business requirements.
• Plan and coordinate software updates, system patches, and version upgrades with minimal downtime. This will include updates of Sandbox and QA instances to ensure mirror image of Production instances.
• Troubleshoot system issues and provide Tier 2/3 support, including root cause analysis and permanent resolution strategies.
• Work closely with vendors and internal stakeholders to evaluate system performance and implement enhancements as required.
• Monitor system health and performance metrics to proactively identify and resolve potential issues.
• Create and maintain documentation for application configurations, processes, and procedures.
• Participate in testing, deployment, and change management processes for new features and system modifications.
• Ensure application compliance with IT policies, standards, and security guidelines.
• Create and develop training for technical and non-technical business users and groups related to the technical solutions available, for internal and external clients.
• Be on call 24/7 for emergency duties when necessary.
• Other duties as assigned.

Required Skills & Experience:

• Great attention to detail
• Communication and Interpersonal Skills:
  • Excellent communication skills, both written and verbal.
  • Ability to work effectively with stakeholders at all levels.
• Analytical and Problem-Solving Skills:
  • Strong analytical skills to assess data and drive decisions.
  • Ability to quickly identify and resolve issues.
• Call Center experience is considered beneficial
• Ability to multitask and adapt quickly to changing work conditions in a fast-paced environment
• Self-motivated with excellent time management
• High energy and positive attitude
• Strong computer skills, specifically with Google Workspace and the MS Office suite of tools
• Strong understanding of application lifecycle management, including change control and release processes.
• Experience in scripting, automation, and configuration management tools is a plus.
• Familiarity with ITIL practices and service management frameworks.
• 3+ years of experience administering CRM, ITSM, or enterprise business applications.
• Hands-on experience with systems such as Salesforce, Sugar CRM, Easy Vista, ServiceNow, or similar platforms.

Education and experience

• Bachelor's degree in Business Administration or Computer Science, or a diploma in related fields from a recognized Community College.
• One to three years of related experience