Sr. Associate Administrator

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support and innovation solutions and the leading third-party support provider for Oracle, SAP and VMware software. The Company offers a comprehensive portfolio of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments.

To learn more, please visit www.riministreet.com  and connect with Rimini Street on X, Facebook, Instagram, and LinkedIn.

We actively seek a Sr. Associate Administrator for our Latin America Support Delivery Team. This role can be based remotely anywhere in Brazil.

Position Summary

The Sr. Associate Administrator is responsible for development and implementation of technology solutions, process change and associated administrative tasks required to support the Global Support Delivery team. The team is one region within a 24x7 follow the-sun Support group operating in 17 countries; the solutions created by this individual will often benefit Engineers across the globe. As part of a rapidly expanding global organization, this individual will interact with Engineers, Regional Managers, Directors, and other employees across the organization on a daily basis.

The successful candidate will be a hands-on, roll-up your sleeves individual with a very strong work ethic, well organized, responsive, ana analytically skilled, a strategic thinker, detail oriented and quality minded. A demonstrated passion for Support of others and focus on delivering consistent high-quality results will be highly regarded.

This is a high-level individual contributor role, reporting jointly to the Regional Managers in the LATAM region

Essential Duties and Responsibilities

• Evaluate current support processes then recommended, develop, and deploy improvements

• Assist the Global Service Delivery leadership with special projects

• Provide Regional Managers’ day to day team administration services

• Design and deliver reporting using a variety of tools (Qlik, Salesforce, ServiceNow, PowerPoint)

• Analyze team performance and other metrics using a variety of tools (Qlik, Excel)

• Improve collaboration within the team using SharePoint, OneNote, Teams

• Provide written & verbal translation services for live support cases during NAMER time-zones

• Maintenance of key engineer data, including skills matrix, job profiles, training & other tasks

• Facilitate the maintenance client data in SharePoint, Salesforce, and OneNote

• Assist new engineers with HR onboarding and training tasks

• Assist engineers with technical remote access issues by communicating with internal and external IT/technical resources to facilitate resolution

• Maintenance of credential management (secret server)

• Provide localization to adapt material to meet high linguistic quality & cultural requirements

• Monitor & escalate cases and quickly source and assign an engineer to the support team

• Triage support cases and quickly source and assign an engineer to the support team

• Assist with increasing survey responses by reviewing feedback and following up with Regional Manager

• Manage and maintain on call schedule in XMatters system, including forensic checks as needed

Additional Duties & Responsibilities

• Other job-related duties and responsibilities may be assigned from time to time.

Experience

• Experience with analytical procedures. Metrics and data analysis

• Analytical, logical problem resolution skills

• Working knowledge and understanding of supporting business processes

Skills

• Must be able to speak, read and write English, Portuguese and Japanese fluently.

• Excellent interpersonal, presentation and communication skills – verbal & written.

• Superb trouble-shooting skills and tenacity in problem solving.

• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients and colleagues.

• Attention to detail and the ability to learn quickly

• Extreme focus on Client satisfaction

• Demonstrated ability to work independently and as part of a team

• Ability to work calmly and professionally in high pressure situations

• The ability to work remotely from a home-based office in a virtual environment

Desired Qualifications

• The best candidates will have extensive knowledge of multiple analytics tools and process

Education

• Bachelor’s degree in computer science or related field or equivalent experience.

Language

• Fluency in English, Portuguese and Japanese is required.

Location

• Brazil, Remote

Why Rimini Street?

We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

 Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs:

• Company

  • We dream big and innovate boldly. 

• Colleagues

  • We work with extraordinary people who create a culture of mutual respect and collaboration.

• Clients

  • We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service.

• Community

  • We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

• Nasdaq-listed under ticker symbol RMNI since October 2017

• Over 4,900 signed clients, including over 180 of the Fortune 500 and Global 100 companies

• Over 1,800 team members in 23 countries

• US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/  

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law.

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com  

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources.  Unsolicited resumes will be ineligible for referral fees.