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connectors and the organizational Skills catalog, including version control, ownership assignment, and retirement of superseded Skills.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 elevate 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 elevate 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…