Senior Support Solutions Specialist

The Senior Support Solutions Specialist, reporting to Manager, User Support & Applications, is a strong systems administrator skilled with ensuring the stability, security, and usability of AIP Publishing's core productivity platforms, including Microsoft 365, Jira, and DocuSign. This role will be directly responsible for platform administration, complex troubleshooting, documentation stewardship, knowledge transfer, and participation in cross-functional initiatives that advance operational maturity and digital enablement. The Senior Support Solutions Specialist is a critical driver of reliability, consistency, and user confidence in AIP Publishing's technology ecosystem.

• Manage Microsoft 365 operations, including identity and access, Teams administration, security configurations, and platform updates.
• Administer and optimize Jira, including workflows, schemes, permissions, fields, automation rules, and governance controls.
• Serve as the escalation point for complex user support issues across devices, applications, identity, and collaboration platforms.
• Lead methodical root-cause analysis for recurring or high-impact incidents; document resolutions, patterns, and lessons learned.
• Maintain DocuSign templates, permissions, routing workflows, and integrations, ensuring compliance with internal standards.
• Proactively monitor system health, resolve errors, apply patches/updates, and mitigate risks before they impact users.
• Collaborate with the Manager, User Engagement Specialist, and Security Manager to operationalize governance and improve user enablement.
• Create and maintain clear documentation for systems, troubleshooting processes, and common support scenarios.
• Mentor Tier 1/2 support staff, improving consistency, troubleshooting capability, and ticket quality.
• Participate in cross-training to support Smartsheet, Miro, and other productivity platforms within the internal applications portfolio.
• Contribute to continuous improvement by identifying automation opportunities, simplifying processes, and refining support workflows.
• Communicate clearly with users and stakeholders, setting expectations, explaining technical issues in accessible language, and ensuring positive service experiences.

• Complex Troubleshooting & Problem Solving – You’re skilled at diagnosing and resolving complex technical issues, identifying root causes, and developing solutions that improve system reliability and prevent recurring problems.
• Microsoft 365 & Platform Administration – You’re experienced in administering and optimizing Microsoft 365 and other enterprise productivity platforms, including identity and access, permissions, workflows, configurations, automation, and governance.
• Customer Service & Technical Communication – You’re great at translating technical issues into clear, understandable language, supporting users through challenging problems, and sharing knowledge that strengthens the overall capabilities of the support team.

• 8–10+ years of experience in technical support, service delivery, or systems administration.
• Proven ability to diagnose and resolve complex issues across platforms, devices, networks, and identity systems.
• Demonstrated experience administering Microsoft 365 (Azure AD/Entra ID, Teams, Exchange Online, SharePoint, security and compliance configurations).
• Experience administering Jira, including workflow design, project configuration, permissions, and automation is preferred.
• Experience with DocuSign configuration and administration is preferred.
• Strong understanding of platform governance, security fundamentals, and best operational practices.
• Exceptional communication, interpersonal, and user-engagement skills; ability to translate technical concepts for non-technical audiences.
• Strong analytical, troubleshooting, and problem-solving capabilities with a high sense of ownership and accountability.
• Ability to work independently, manage competing priorities, and maintain professionalism in high-pressure situations.
• Curiosity, continuous learning mindset, and interest in relevant certifications (e.g., Microsoft 365 Administrator, Jira Administrator).

• A remote workforce with staff based in NY, NJ, CT, MD, VA, PA, MA, RI, or Washington, DC, who meet in person for collaboration, training, strategic planning — and fun!
• Generous paid time off and paid sick and safe leave
• Flexible Work Schedule
• Competitive medical, dental and vision benefits
• Exceptional retirement benefits
• Monthly remote stipend
• Training and Tuition assistance
• Employee Assistance Program