SaaS Operations Specialist

1 day ago

Sydney, New South Wales, Australia beBeeOperations Full time $100,000 - $130,000

Job Summary

We are seeking an experienced SaaS Operations Specialist to support the day-to-day performance, usability and continuous improvement of our core SaaS platforms.

This role will act as a key interface between end users, vendors, internal teams, and IT, ensuring systems are operating effectively and evolving to meet changing business needs.

The successful candidate will also play a supporting role in the rollout of AI tools and automation initiatives, helping embed new technologies into our operational environment.

  • Provide frontline support to operations users across core SaaS platforms (e.g., workflow tools, ticketing systems).
  • Troubleshoot system issues, escalate to vendors or internal teams where required, and manage follow-up to resolution.
  • Maintain and enhance user documentation, process guides and support materials.
  • Facilitate access, permission management, configuration changes, and user onboarding activities.
  • Monitor usage and performance metrics to identify issues, inefficiencies or opportunities.
  • Coordinate system upgrades, patching and testing in partnership with IT and vendors.
  • Support governance processes including change control, release management and data integrity.
  • Work closely with operations teams to gather feedback and identify opportunities to optimise workflows and system use.
  • Contribute to business-led projects including the rollout of new features, integrations, or process automation.
  • Support pilots and scaled adoption of AI tools across operations (e.g., AI Assist, chat summarisation).
  • Help capture learnings and embed AI use cases into business processes in a practical, user-friendly way.

Requirements:

  • 2+ years in an application support, operations technology or SaaS administration role, ideally in a business-facing capacity.
  • Strong working knowledge of SaaS platforms supporting service operations (e.g. ServiceNow, Zendesk, Salesforce Service Cloud, Genesys, NICE).
  • Excellent problem-solving and troubleshooting skills.
  • Strong written and verbal communication skills, with the ability to engage users, vendors and stakeholders confidently.
  • Familiarity with service management and ticketing concepts (e.g., SLAs, queues, categories, reporting).
  • Exposure to automation and AI tools (e.g., AI assistants, bots, workflow triggers) is highly regarded.
  • Comfortable working across teams and translating business needs into system configurations or enhancements.
  • Relevant tertiary qualification in Business, Information Systems, or related field (or equivalent practical experience).

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