Business Systems Administrator

Summary

The Business Systems Administrator serves as the internal subject matter expert and primary point of contact for our core business CRM platform (Enrollment123). This role is responsible for day-to-day system administration, user support, cross-departmental training, and vendor relationship management. The ideal candidate is equally comfortable diving into light system configuration and creating and delivering content to train end users — someone who bridges the gap between technology and the people who depend on it.

Key Responsibilities

System Administration & Maintenance

• Serve as the primary administrator for e123, including light configuration tasks and user credential management
• Maintain system documentation, including user guides and best practice standards
• Conduct quarterly audits of system usage, user access, and data integrity
• Identify and escalate configuration issues, bugs, or enhancement needs

Vendor & Ticket Management

• Own the relationship with the e123 vendor, including leading weekly meetings, managing the support ticket queue, and driving timely resolution by the development team
• Track open tickets, communicate status updates to internal stakeholders, and escalate as needed
• Review and process vendor invoices, flagging discrepancies for Operations leadership

Training & User Support

• Develop and deliver training programs for staff across departments on how to effectively use e123
• Serve as a go-to resource for departments experiencing system issues, workflow questions, or process gaps
• Create and maintain training materials, job aids, and quick reference guides
• Onboard new employees on system usage as part of the broader orientation process

Cross-Departmental Liaison

• Partner with department leaders to understand how their teams use e123 and identify opportunities for improved workflows or adoption
• Communicate system updates, planned maintenance, and new features to all affected users in a clear and timely manner
• Prepare meeting agendas and recap notes for all CRM-related meetings

Compliance & Best Practices

• Establish, document, and enforce system best practices in alignment with organizational and regulatory standards
• Support HIPAA compliance as it relates to system access, data handling, and user permissions
• Participate in any audits or reviews involving system data or usage

Qualifications

Required

• 3–5 years of experience working with a CRM or business operations platform in an administrative or power-user capacity
• Demonstrated ability to train and support non-technical end users
• Strong organizational skills with the ability to manage multiple priorities, tickets, and stakeholders simultaneously
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office / Microsoft 365, particularly Excel

Preferred

• Experience with e123 or similar healthcare/insurance CRM platforms
• Familiarity with healthcare or health insurance operations
• Experience working in a HIPAA-regulated environment
• Background in process documentation or SOP development

Competencies

• Communication — Translates technical concepts into plain language for a variety of audiences
• Accountability — Takes ownership of issues from identification through resolution
• Collaboration — Builds strong working relationships across departments
• Attention to Detail — Maintains accuracy in system data, audit findings, and documentation
• Adaptability — Comfortable navigating ambiguity as systems and processes evolve

Working Conditions

This position is remote. Occasional travel may be required for training or team meetings.