IT System Administrator

IT System Administrator 

Role Overview: 

As an IT System Administrator, you will play a pivotal role in ensuring the smooth and efficient operation of our IT systems. You will be responsible for managing IT Service Management (ITSM) Processes, implementing orchestration and automation solutions, integrating various systems, and providing expert support for our company's identity management system (Okta).  You will also handle day-to-day support tickets from end-users across the company, including addressing local needs and providing onsite end-user support. Your expertise will be critical in optimizing our IT infrastructure and delivering exceptional service. 
The targeted budget for this position is $80k-90k/year. This compensation budget range may be adjusted at any time at the discretion of the company. This role will be based in our corporate headquarters in San Francisco.

Key Responsibilities: 

• ITSM Management:  
• Optimize ITSM processes using the company’s ITSM Freshservice environment. 
• Develop and maintain standard operating procedures (SOPs) for IT systems and processes. 
• Manage Incident Management, Problem Management, Asset Management and Change Management activities. 
• Okta/IdP Administration:  
• Add/maintain SAML SSO and SCIM provisioning for our enterprise systems. 
• Use best practices such as Group Rules, etc. to support maintainability and automations. 
• Support integrations between Okta and other systems (HR, ITSM, etc.) for onboarding and other automations. 
• Manage MFA and device security rules. 
• Troubleshoot integration issues and provide technical support. 
• Technical Support:  
• Provide Onsite IT technical support. 
• Actively work with the END USER SUPPORT ticket queue.  
• Respond to user inquiries and resolve issues in a timely manner. 
• Collaborate with cross-functional teams to address complex technical problems. 
• Orchestration and Automation:  
• Implement and maintain orchestration tools to automate routine IT tasks and workflows.  
• Integrate orchestration and automation solutions with ITSM systems and other IT tools. 
• Integration:  
• Design, develop, and deploy integration services and APIs to connect various IT systems (Freshservice, Okta, etc.) 
• Troubleshoot integration issues and provide technical support. 

Qualifications: 

• 5+ years of experience in IT operations and/or systems administration. 
• 3+ years of experience in IT Service Management software administration, (Preferably Freshservice). 
• 2+ years of experience in Okta or other Identity Management administration. 
• Expertise in orchestration and automation tools (e.g., Okta Workflows, Workato, ServiceNow Flow/Workflow, Power Automate, Boomi, Freshservice Flows, etc.). 
• Experience with integration technologies (e.g., Rest, SOAP, web services). 
• Experience working with Ticket’s queue and SLAs. 
• Excellent problem-solving and troubleshooting skills. 
• Outstanding customer service skills with the ability to communicate technical information to non-technical users effectively.    
• Highly organized and capable of multitasking in a fast-paced environment. 
• Follows Change Management procedures required for safe, approved and well-documented changes to critical processes under Compliance. 
• Adaptable and willing to embrace challenges and change. 
• Ability to work independently and as part of a team.    

Preferred Qualifications: 

• Bachelor's degree in Computer Science, Information Technology, or related field preferred. 
• Certification in ITSM frameworks (e.g., ITIL). 
• Proficiency in scripting languages (e.g., Bash, JavaScript, Python, PowerShell). 

What We Offer:   

• Career Growth. We want to see you sparkle! Through regular 1-1’s with your manager, a variety of training opportunities, and an annual 360 review process for all employees, our leaders are dedicated to creating clear pathways for growth. Ask the hiring team for more information on how Brilliant Earth creates a culture of collaboration and growth during your interview conversations! 
• Diverse, mission-minded team. We were founded to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. Learn more about our impact and team diversity Here! 
• Lifestyle Spending Account. At Brilliant Earth, we're committed to your well-being. Enjoy company reimbursements for eligible wellness expenses, such as gym memberships, massage, counseling, and more! 
• Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.  
• Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.  
• Mental Wellness Perks. We offer access to mental health resources, such as self-care apps and seminars. Our Employee Assistance program offers 24/7 access to counseling! 
• Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.  
• Medical, Dental, and Vision. We offer multiple plans to choose from, including a $0 monthly premium option for employee health insurance and employer HSA contributions. Insurance kicks in on the first day of your 2nd month! 
• 401k match. We know that saving for the future is important. That's why we offer a generous 401k match.  
• Paid Time Off. We know it’s important to recharge and relax.
• Parental Leave. We aim to support our growing families. Employees can utilize our paid parental leave to bond and care for their new additions.  
• Disability and Life insurance. 100% employer-paid.  
• Pre-Tax Commuter Benefits.  

How to Apply & What to Expect:

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond. 

You’ll receive an email when we’ve received your application, and can expect an update within a week of applying. If selected for an interview the process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and a video interview with one of our leaders!
More About Us: