Software Administrator, Services Operations

| Greater Boston Area
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Rapid7 is a leading provider of security data and analytics solutions that enable organizations to implement an active, analytics-driven approach to cyber security. We combine our extensive experience in security data and analytics and deep insight into attacker behaviors and techniques to make sense of the wealth of data available to organizations about their IT environments and users. Our solutions empower organizations to prevent attacks by providing visibility into vulnerabilities and to rapidly detect compromises, respond to breaches, and correct the underlying causes of attacks. Rapid7 is trusted by more than 9100+ organizations across 125 countries, including 52% of the Fortune 100. To learn more about Rapid7 or get involved in our threat research, visit www.rapid7.com

The Rapid7 Software Administrator, Services Operations is responsible for overall tooling administration related to the PSA and workflow management for Services. This role will assist in gathering requirements, mapping out processes and building test cases, administering the solutions (FinancialForce & JIRA), and managing any associated documentation/communication/training. These activities will enable processes, reporting, and methodologies that scale for the growth of our onboarding and Services organization. This role resides in the Services Operations team, supporting several cross-functional teams such as Services, Services PMO, and IT. This is a significant role which presents the opportunity to impact the growth and direction of the organization as we continue to scale.

In this role you will:

  • Work with Services Operations and PMO to develop new automated workflows, functional requirements, application configurations/administration, test plans, and post-deployment support activities. 

  • Design, develop, and maintain complex user roles, security, profiles, workflow rules, custom workflows, etc.

  • Manage and implement customization requests, including JIRA workflows and automation.

  • Identify and communicate data integrity issues to the team and participate in resolution.

  • Perform mass data imports/exports using the various import tools.

  • Work with the Services PMO Manager to support and continuously improve the project automation modules within our CRM. 

  • Participate in new feature technical design, technical requirements, and implementation.

  • Identify opportunities for application optimization, redesign, or development. 

  • As needed, work with internal departments to develop reporting and dashboards.

  • Responsible for working with cross-functional teams to define, implement, and support initiatives with FinancialForce PSA. 

  • Ability to coordinate with implementation partners, IT and other internal stakeholders, and developers in providing solution suggestions and constructive feedback.

  • Train and support end users on the proper uses of the FinancialForce PSA platform.

  • Able to troubleshoot and debug system and end user errors.

  • Work with Services Operations team to take current manual reports and automate. 

  • Ability to coordinate with Services Operations leadership to introduce automation of current services resource management process. 

  • Work with Services Operations leadership to operationalize reporting activities.

In return you will bring:

  • 1-3 years of experience in a tooling implementation and administration, reporting, and automation role.

  • Proven ability to manage high volume of activity effectively in a matrix resource environment – you get stuff done.

  • Experience prioritizing projects and effectively communicating timelines to stakeholders.

  • You like to look at things from a lot of different angles and come up with great solutions – never settling for “the path of less resistance”.

  • Experience with PSA Solutions and CRM (FinancialForce, NetSuite, and Salesforce).

  • Experience with workflow tooling (JIRA and Asana or other comparable tools with complex architecture and integration capabilities).

  • Fundamental understanding of project management methodology.

  • Experience with automating and operationalizing services reporting.

  • Strong communication skills and team-driven focus is essential as this team member will be expected to act independently, as well as collaboratively, with customers, peers, partners, and managers to ensure customer satisfaction and team goal achievement.

  • Bachelor's degree or equivalent experience.

  •  Ability to own a problem statement, work with stakeholders to formulate the solution, own requirements, execute on requirements, and document/train on new solutions. 

  • Flowcharts and process documentation knowledge.

Nice to have, but not required:

  • Experience working in a services organization within a software company, with security industry experience a bonus.

  •  Some experience with scripting languages (Python, Javascript, Googlescript) or ability to learn new languages quickly.

  • Experience with SQL/general querying.

  • Experience in building & maintaining automation across Google Suite of products (slides, document, sheets, etc).

  • Proficiency in Excel/Google Sheet.

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Technology we use

  • Engineering
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    • Google AnalyticsAnalytics
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    • PhotoshopDesign
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    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

Rapid7 is conveniently located between the North End and West End of Boston, with plenty of restaurants, bars and public transport close by.

An Insider's view of Rapid7

What does your typical day look like?

For the majority of the day it’s a mix of weekly check-ins with various teams, project updates, and the occasional brainstorm.

When I’m not in meetings I’ve got headphones in while planning, writing, or designing — at my desk or perched somewhere around the office.

Grace

Senior Brand Storyteller

What are some things you learned at the company?

When we talk about being a moose and impact together, what we are saying is that we support each other on our journey forward. We actively look for ways to collaborate, strengthen our ideas and learn from each other, no matter what department you may be in at Rapid7.

David

Global Director of Sales Engineering

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Rapid7 is led by a diverse management team that represent the security community we serve. We believe that we all have a responsibility to continuously improve our DE&I efforts.
Unconscious bias training
We believe in continuous learning, our in-house trainers conduct consistent diversity trainings. We advocate for diverse thinking and strive to cultivate a workforce that mirrors the best minds.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
We have so many amazing and organically created employee resource groups! These internal Rapid7 communities allow for an authentic experience where diverse employees and allies can come together.
Hiring Practices that Promote Diversity
We've taken the Parity Pledge, we reinforce strategic recruitment, we are committed to diversity partnerships, and we understand the importance in training around unconscious bias.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive unlimited hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive unlimited hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Some Meals Provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Variable.
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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