IT Operations Admin II (Remote)

Join Us!
Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all. We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Employees within a 90-minute radius of our Oak Brook, IL headquarters are required to adhere to the company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday).
This requirement does not apply to support specialist positions.
Don't meet every single requirement? Here at Inspira Financial, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com .
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
Job Summary & Responsibilities
The IT Operations Admin II will report to the Application Operations Manager in the Technology Department. This role is responsible for providing technical and functional support for the CXOne application suite of products used by Inspira . This position serves as a supporting interface with the Operations and Client Service teams to build, maintain, and provide processes for using the applications. Working within a team environment, IT Operations Admin assists in system creation, documents how an application functions, conducts training sessions, and studies, understands, and analyzes multiple data sources to find patterns and dependencies.
This role will address potential single points of failure and ensure robust and reliable support for the business units and enterprise-wide initiatives. Additionally, this role serves as the in-house subject matter expert, driving stability, efficiency, and continuous improvement in our telecom environment.
This role will assist in monitoring Application Support inboxes, triaging and responding to inquiries related to Inspira applications and products. You will also be responsible for logging bugs and defects that arise as a result of your investigations.
The IT Operations Admin II role plays an important part in our company's product development process. The ideal incumbent will be creative, client focused, solutions-driven, organized, and have exceptional interpersonal skills.
Duties & Responsibilities:

• In-house expert for CXOne system administration, configuration, and troubleshooting.
• Design and develop IVR workflows using CXOne Studio
• Integrate CXOne with external systems via APIs (REST, SOAP, SQL)
• Configure users, skills, campaigns, and dashboards.
• Ensure CXOne configurations adhere to internal security policies and industry compliance standards (e.g., PCI, HIPAA).
• Provide day-to-day operational support for telecom systems, ensuring uptime, reliability, and compliance with SLAs.
• Partner with Inspira Business Units and IT stakeholders to ensure smooth execution of business initiatives requiring CXOne integration or enhancements by analyzing customer interaction data and recommending improvements to workflows, routing logic, and self-service options.
• Proactively identify and mitigate risks related to system performance, security, and redundancy.
• Develop, maintain, and update documentation, workflows, and escalation procedures for telecom operations.
• Manage vendor interactions strategically while reducing dependency on external support.
• Provide support for incident response, root cause analysis, and resolution of telecom-related outages.
• Contribute to strategic planning for system scalability and future technology enhancements.
• Configure and optimize CXOne workflows with other Inspira platforms, including Salesforce and Omilia.
• Train and mentor internal teams on CXOne tools, features, and best practices.
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Assist in the maintenance and enhance performance of all new and existing software and applications across the organization.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Stay current on knowledge of trends in technology relating to software applications.
• Willing to cross-train to better assist co-workers and to provide maximum efficiency in organization.
• Ensure application/system quality, integrity, and performance.
• Provide hands-on application management for mission critical systems.
• Assist with unit testing, debugging, code releases and upgrades of existing software.

Preferred Qualifications
Education & Experience:

• 3-5 years of experience in a Technical Client Support role or a Technical Analyst role
• Bachelor's degree in computer science, Information Systems, or related field
• Industry certifications (e.g., NICE CXOne certifications, CCNA, ITIL).
• Experience supporting large-scale contact center operations.
• Familiarity with Workforce Management (WFM), CRM integrations (Salesforce, ServiceNow), and VoIP systems.
• Project management or process improvement experience.
• Strong understanding of IVR, ACD, Workforce Management, call routing, and reporting functionalities.
• Possess sound technical experience in fast-paced financial services environments.
• Understanding of MS Office Applications, including SharePoint, Visio, and Project
• Strong client service orientation
• Strong analytical skills, follow-up capability, and problem-solving ability
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal and oral communication skills
• Capable of respectful, strong working relationships with business units from non-technical users to technical leads to developers
• Highly self-motivated and directed.
• Provides excellent service to internal and external clients.
• Maintains composure in highly stressful or adverse situations.
• Previous experience supporting applications and products.
• Working knowledge of SQL query and reporting
• Excellent analytical and critical thinking skills with the ability to analyze and solve problems.
• Ability to identify and document solutions to business problems with accuracy.
• Ability to coordinate and manage multiple projects and deadlines simultaneously.
• Ability to mentor junior members of the team.

Compensation & Benefits
$58,000-$88,000 per year