[Hiring] Productivity Tools and Collaboration Engineer @American Express Global Business Travel

Role Description

As Productivity Tools and Collaboration Engineer, you'll lead the operation and governance of our enterprise business applications, including SaaS platforms such as Smartsheet, Monday.com and the Adobe suite. You'll own administration, licensing, escalated support and security governance end to end, and you'll work closely with business owners, Information Security, Procurement and Legal to keep each platform well run and well controlled.

• Platform administration and operations:
  • Run day-to-day administration of Smartsheet, Monday.com, Adobe and related productivity and collaboration platforms, such as Zoom, Slack, and Teams, including tenant configuration, roles, permissions, workspaces and integrations.
  • Manage user lifecycle through SSO and automated provisioning (SCIM), so access is granted, changed and removed on time.
  • Monitor platform health, track vendor releases and roadmaps, and plan and communicate changes before they reach colleagues.
  • Build and maintain runbooks, standards and knowledge articles so platform knowledge is shared, not held by one person.
• License and spend management:
  • Own license allocation, reclamation and true-up reporting across your platforms.
  • Analyze usage to right-size licenses and flag savings ahead of renewals.
  • Partner with Procurement and finance on renewals, forecasting and cost reporting.
• Escalated support:
  • Act as the escalation point (Tier 3) for hard-to-resolve end-user and technical issues passed on by the Service Desk, resolving root causes and not only symptoms.
  • Work with vendors on support cases and drive them to resolution.
  • Spot recurring issues and turn them into fixes, guidance or training for colleagues.
• Security governance and vendor risk:
  • Apply security standards to each platform: access controls, data classification, retention, sharing and external collaboration settings.
  • Run periodic access reviews and produce audit evidence for internal and external reviewers.
  • Support vendor risk management (VRM) by completing security assessments, reviewing vendor attestations such as SOC 2 and ISO 27001, tracking remediation and tiering risk with Information Security.
  • Contribute to the review of new applications and requests, advising business teams on secure, supportable options.
• Collaboration and improvement:
  • Partner with business application owners and champions to shape adoption, roadmaps and best practice.
  • Identify opportunities to automate routine administration and reporting using native tooling, APIs or scripting.
  • Contribute to the wider enterprise applications and SaaS governance framework as it grows.

Qualifications

• 5+ years of experience in technology roles, with hands-on administration of enterprise SaaS platforms.
• Working knowledge of work management or collaboration tools such as Smartsheet, Monday.com, Microsoft 365 or similar, and of Adobe Creative Cloud or Acrobat administration (Admin Console).
• Experience with collaboration platforms, such as Zoom, Slack, and Teams is advantageous.
• Experience with identity and access concepts: SSO, SAML/OIDC, SCIM, role-based access and joiner/mover/leaver processes (for example Okta or Microsoft Entra ID).
• Practical experience of license management and renewal support.
• Understanding of security governance principles and of how to assess third-party risk.
• Experience resolving escalated incidents and requests in an ITSM tool such as FreshService.
• Clear written and spoken communication, and the confidence to guide business colleagues on security and compliance.
• Self-motivated and organized, with a track record of delivering well in a remote setting.

Requirements

• Experience with a SaaS management platform or software asset management tooling.
• Scripting or automation skills (PowerShell, Python, Power Automate or similar) and API integration experience.
• Familiarity with frameworks such as ISO 27001, SOC 2 or NIST, and with GDPR and data protection requirements.
• Relevant certifications.
• Experience in a global, regulated or travel-sector organization.

Benefits

• Flexible benefits tailored to each country, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources.
• Travel perks with choices of deals from major travel providers on flights, hotels, cruises, and car rentals.
• Access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• Opportunities to connect with colleagues through global INclusion Groups to discuss challenges and drive company awareness and action.