SaaS Administrator- REMOTE

Our client, a global company that handles claims administration, loss adjusting, and benefits administration, is actively looking for a SaaS Administrator to join their team! This role is fully remote in the United States, however candidates will need to work CST hours.

***This is a 12 month contract to hire position***

Responsibilities

• Feature, connector, app, and agent governance
• Maintain the allowlist of approved connectors, apps, plugins, and extensions across all three platforms, and route every new request through security review and the standard IT governance process before enablement.
• Administer Claude connectors and the organizational Skills catalog, including version control, ownership assignment, and retirement of superseded Skills.
• Administer ChatGPT Enterprise workspace settings, including plugin and app availability, action and approval controls, custom GPT policy, and Workspace Agents settings - which are disabled by default and require explicit risk review before enablement, particularly where agents would publish using personal or shared connections.
• Administer Microsoft 365 Copilot controls in the Microsoft 365 admin center, including agent enablement, blocking, and assignment through integrated apps, connector availability, and coordination with the Power Platform team on Copilot Studio publishing and environment policy.
• Maintain a reviewed inventory of agents, custom GPTs, and Skills in each tenant on a scheduled cadence, so that capabilities introduced through vendor app updates or self-service authoring do not bypass review.
• Configure sharing and visibility defaults, including Claude project visibility and restriction of public projects, ChatGPT workspace sharing policy, and Copilot agent sharing scope.
• Administer grounding and search data sources - Claude Enterprise Search, ChatGPT connectors, and Copilot connectors - only where the data owner has provided documented approval and source-level permissions are verified.
• Execute phased feature rollout - core capabilities, then intelligence features, then integrations, then automation and agents - so that governance posture is reassessed at each stage rather than after the fact.
• Coordinate with End User Computing on managed deployment of desktop, browser, and Office add-in clients, including MDM packaging and extension controls.
• Level 2 triage and support operations
• Serve as the designated Level 2 escalation point for all incidents and service requests relating to Claude, ChatGPT, and Copilot routed from the Service Desk (Level 1), owning queue triage, prioritization, and adherence to published service levels.
• Triage access and authentication failures and partner with IAM to resolve them, including federation and assertion errors, provisioning and group-membership gaps, entitlement and seat-type mismatches, and orphaned or duplicated accounts; own the platform-side diagnosis and escalate the provisioning or identity-side fix to the accountable team.
• Troubleshoot Claude Code client issues, including enterprise authentication, re-authentication after account or client changes, client version updates, migration from API key-based access to enterprise seats, and terminal and operating-system dependencies across Windows, macOS, and Linux/WSL.
• Troubleshoot ChatGPT Enterprise desktop, Office add-in, and developer tooling issues, including workspace and seat scoping, plugin and connector authorization, and role-based access to restricted capabilities.
• Troubleshoot Microsoft 365 Copilot issues, including license and eligibility checks, agent availability, grounding and indexing behavior across SharePoint and Exchange content, add-in availability in Office clients, and permission-inherited results.
• Resolve connector and integration authorization failures, file upload and format issues, error conditions, and content-filtering outcomes, distinguishing product behavior from configuration defects and from user expectation gaps.
• Reproduce, document, and escalate confirmed platform defects to Anthropic, OpenAI, or Microsoft support with complete diagnostics; track escalations to closure and communicate status to requesters and stakeholders.
• Author and maintain the support knowledge base, Level 1 triage scripts, known-error records, and per-platform runbooks so that routine volume is resolved at first contact rather than escalated.
• Maintain the Level 1 / Level 2 / vendor escalation model, coverage rotation, and escalation matrix for each platform; contribute to problem management, root cause analysis, and post-incident reviews.
• Support major-incident communications for platform availability events, including user-facing status updates and coordination with the Service Desk.
• Governance, compliance, and audit
• Monitor audit and activity logging across platforms and support the flow of log data into enterprise security monitoring - Claude audit logs, the ChatGPT Enterprise compliance logs platform, and Microsoft Purview audit for Copilot and agent activity.
• Administer data retention settings in line with Sedgwick records management, Legal, and Privacy requirements, and document the approved retention position for each platform.
• Support authorized use of vendor compliance APIs and organization data export for data loss prevention, eDiscovery, and regulatory requests, acting only on validated requests from Legal, Privacy, or Information Security.
• Maintain the evidence set required for third-party risk, security, and privacy reviews, including certification artifacts, data processing agreements, and any business associate agreement obligations, and track vendor control changes that affect Sedgwick's approved posture.
• Enforce acceptable use and data-handling standards, including restrictions on entering confidential, regulated, claimant, employee, or production data into any AI platform outside approved controls, and escalate suspected violations.
• Maintain a documented configuration baseline per platform and route changes through enterprise change control, with rollback considerations captured for privileged or high-impact changes.
• Support internal and external audit requests with documented configuration, entitlement, and change evidence.
• Adoption analytics and reporting
• Produce recurring adoption reporting from each platform's native analytics - Claude usage and Claude Code analytics, ChatGPT workspace analytics and usage exports, and Copilot usage reporting and analytics - including weekly active users as a percentage of provisioned seats, activity per user, and feature adoption.
• Consolidate platform metrics into a single cross-platform adoption view so that leadership can compare uptake and support burden on a consistent basis.
• Administer periodic user surveys capturing self-reported time saved, tasks augmented, and satisfaction, and pair quantitative results with qualitative examples from team leads.
• Deliver monthly operational reporting and quarterly business review inputs to AI Technology leadership.
• Track support volume, ticket aging, first-contact resolution, and recurring failure themes by platform, and convert findings into configuration or enablement actions.
• 5. Enablement and change management support
• Support all-staff introductory sessions, department-level enablement built around real workflows, and recurring office hours during initial rollout and for each new team onboarded.
• Maintain clear guidance on which platform to use for which task, so that overlapping capabilities do not create user confusion or duplicated licensing.
• Operate the internal support and community channel, maintain the self-service resource hub, and curate a library of approved prompts, Skills, GPTs, and agents with the AI Center of Excellence.
• Enable and support the champion network with early access, advanced guidance, and demonstration material.
• Integrate AI tooling onboarding into standard new hire orientation and, where applicable, package training into trackable LMS courses to monitor enablement coverage.
• Deliver a brief retrospective at each rollout phase covering emerging use cases, remaining barriers, and changes required for the next phase.

Required Skills & Experience

• Bachelor's degree in information technology, computer science, or a related field, or equivalent professional experience.
• Five or more years administering enterprise SaaS platforms in a regulated or large-enterprise environment, including at least two years as a named Level 2 escalation owner.
• Hands-on administration experience in a Microsoft 365 tenant, including the Microsoft 365 admin center, licensing and service plan assignment, and integrated app or add-in governance.
• Working knowledge of enterprise single sign-on and SCIM provisioning concepts sufficient to triage access failures accurately and partner effectively with IAM, without owning identity provider configuration.
• Demonstrated experience applying least-privilege principles to platform settings and integrations, and operating within formal change control.
• Working experience in an ITSM platform (ServiceNow preferred) across incident, request, problem, and knowledge management, operating to defined service levels.
• Ability to interpret audit logs and administrative analytics, use REST APIs for administrative tasks, and write or adapt basic scripts (PowerShell or Python).
• Command-line and terminal proficiency sufficient to support developer tooling installation and authentication across Windows, macOS, and Linux/WSL.
• Strong technical writing skills, with a track record of producing runbooks, knowledge articles, and operating policies that reduce escalation volume.
• Demonstrated ability to work across Information Security, IAM, Legal, Privacy, and business stakeholders, and to communicate technical constraints to non-technical audiences.