Director leading RPA and intelligent automation architecture at Sun Life, a financial services company. Defining enterprise platforms, governance, roadmaps, and AI - enabled business process automation.
About the role
- IT Engineer managing IT operations and end-user support across North America. Responsible for strategic technology improvements and vendor coordination for Atlan's IT function.
Responsibilities
- Be the face of IT in North America: serve as the primary point of contact for all technology-related needs during US working hours, delivering responsive, high-quality support to end users.
- Troubleshoot and resolve a wide range of issues, including application access, license provisioning, SSO and identity management, device management, and day-to-day productivity tooling.
- Own the new hire onboarding and offboarding experience for the North America region — ensuring every new team member has a seamless Day 1 and every departure is handled securely and efficiently.
- Manage and resolve escalations end-to-end, taking full ownership from diagnosis through resolution and root-cause documentation.
- Act as a strategic IT business partner to US-based teams, particularly GTM, Sales, and Marketing, understanding their workflows and proactively improving their technology experience.
- Liaison with regional stakeholders to gather feedback, identify pain points, and translate them into actionable IT improvements.
- Partner with cross-functional teams on their initiatives, embedding IT perspective into business projects and ensuring technology enables rather than blocks progress.
- Identify repetitive tasks and recurring issues, then design and implement automations to eliminate them — leveraging scripting, workflow tools, and AI where appropriate.
- Apply a root-cause mindset: don’t just fix the symptom — find and address the underlying problem so it doesn’t recur.
- Contribute to IT initiatives and projects across the broader IT team, bringing a builder’s perspective to improve systems, processes, and the overall IT operating model.
- Explore and implement AI-powered solutions to enhance IT service delivery, reduce resolution times, and improve the end-user experience.
- Support SaaS application management, including license tracking, cost optimization, usage analysis, and vendor coordination.
- Manage IT asset inventory for the North America region, ensuring hardware and software are tracked, maintained, and refreshed appropriately.
- Contribute to compliance and security initiatives by maintaining accurate records and following established IT policies and controls.
Requirements
- 3+ years of experience in IT engineering, IT operations, or a similar systems/infrastructure support role.
- Strong hands-on experience with identity and access management, specifically Okta (or a comparable IdP), including SSO, SCIM provisioning, lifecycle management, and group/policy configuration.
- Experience with endpoint management tools — Jamf (macOS) and Microsoft Intune (Windows) — including device enrollment, policy deployment, and troubleshooting.
- Proficiency with SaaS productivity and collaboration tools: Google Workspace, Slack, Zoom, Atlassian (Jira/Confluence), and similar platforms.
- A deep ownership mindset — you treat the region’s IT experience as your product, not just a queue of tickets.
- An automation-first mentality — you instinctively look for ways to script, automate, and eliminate toil rather than repeating manual work.
- Strong problem-solving skills with a bias toward finding and fixing root causes, not just symptoms.
- Excellent communication and interpersonal skills — you’re comfortable being the go-to person for a region and can build trust with stakeholders at all levels.
- Experience managing employee onboarding and offboarding processes from an IT perspective.
- Ability to work independently and exercise strong judgment as the sole IT representative in the region.
Benefits
- Health & Wellness: From Day‑1 health, dental, vision, and mental health to pet‑care perks and flexible health stipends, we design benefits offerings that lead in each country we're in.
- Flexible Time Off & Leave Policies: We trust you to own your energy: flexible time off and modern leave so you can unplug properly, support yourself and your loved ones, and come back ready to drive an impact.
- Accelerated Growth & Learning: Develop at an uncommon velocity through cutting-edge tech, complex implementations, and an experienced team that values mastery.
- AI Native Culture: Atlan is where AI-native builders come to build the systems the future of work will run on. AI isn’t an add-on, it’s woven into how we build, think, and work every day, empowering every Atlanian to move faster and create a bigger impact.
- Global, Remote-First, High-Trust: Work from anywhere with a diverse team across 15+ countries, in a trust-first, async environment that gives you true flexibility and ownership over how you work.
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