Senior Support Solutions Specialist

<div class="content-intro"><p>AIP Publishing is a leading publisher of the physical sciences. Working with us means being part of a mission: to accelerate scientific discovery while reimagining the future of scholarly publishing. </p> <p>AIP Publishing helps brilliant work make a global impact. We’re building a living network of knowledge to spark thinking, connect people, and drive new ways forward — empowering a vibrant global community using science for good. We foster a collaborative, creative atmosphere and encourage a workplace culture that maximizes individual contributions. </p> <p>We’re always looking to evolve the ways we think and operate, and we actively encourage an environment where everybody feels comfortable, seen, and able to do their best work. We’re looking to hire and develop colleagues who are astute, flexible, and always striving to “solve better problems” through thoughtful consideration of individual, team, organizational, and customer impact.</p> <p> </p></div><p>The <strong>Senior Support Solutions Specialist</strong>, reporting to <strong>Manager, User Support & Applications, </strong>is a strong systems administrator skilled with ensuring the stability, security, and usability of AIP Publishing's core productivity platforms, including Microsoft 365, Jira, and DocuSign. This role will be directly responsible for platform administration, complex troubleshooting, documentation stewardship, knowledge transfer, and participation in cross-functional initiatives that advance operational maturity and digital enablement. The Senior Support Solutions Specialist is a critical driver of reliability, consistency, and user confidence in AIP Publishing's technology ecosystem.</p> <p><strong>How you’ll make an impact:</strong> </p> <ul> <li>Manage Microsoft 365 operations, including identity and access, Teams administration, security configurations, and platform updates.</li> <li>Administer and optimize Jira, including workflows, schemes, permissions, fields, automation rules, and governance controls.</li> <li>Serve as the escalation point for complex user support issues across devices, applications, identity, and collaboration platforms.</li> <li>Lead methodical root-cause analysis for recurring or high-impact incidents; document resolutions, patterns, and lessons learned.</li> <li>Maintain DocuSign templates, permissions, routing workflows, and integrations, ensuring compliance with internal standards.</li> <li>Proactively monitor system health, resolve errors, apply patches/updates, and mitigate risks before they impact users.</li> <li>Collaborate with the Manager, User Engagement Specialist, and Security Manager to operationalize governance and improve user enablement.</li> <li>Create and maintain clear documentation for systems, troubleshooting processes, and common support scenarios.</li> <li>Mentor Tier 1/2 support staff, improving consistency, troubleshooting capability, and ticket quality.</li> <li>Participate in cross-training to support Smartsheet, Miro, and other productivity platforms within the internal applications portfolio.</li> <li>Contribute to continuous improvement by identifying automation opportunities, simplifying processes, and refining support workflows.</li> <li>Communicate clearly with users and stakeholders, setting expectations, explaining technical issues in accessible language, and ensuring positive service experiences.</li> </ul> <p><strong>What you're great at:</strong> </p> <ul> <li><strong>Complex Troubleshooting & Problem Solving</strong> – You’re skilled at diagnosing and resolving complex technical issues, identifying roo