Job description

We’re UserTesting—the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback. We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development process—from ideation to launch. With the world’s strongest participant network, AI-powered analysis, expert services, and seamless integrations, we help companies eliminate guesswork, align stakeholders, and bring customer needs into sharp focus. Trusted by more than 3,000 organizations worldwide—including 75 of the Fortune 100—UserTesting delivers measurable business outcomes, reduces risk, and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers. Let’s build experiences people love—together. OVERVIEW We are seeking a highly skilled and proactive IT System Administrator with deep expertise in IT systems and a strong working knowledge of AI tooling and infrastructure. This role sits at the intersection of traditional enterprise IT administration and the rapidly evolving AI enablement space. You will play a hands-on IC role in deploying and maintaining the AI tools, agents, and infrastructure that support UserTesting’s broader AI initiatives, along with other more traditional IT responsibilities. Target ratio is a 80/20 split of AI “building” vs Traditional SysAdmin work. Key Responsibilities AI Enablement & Infrastructure Set up, configure, and maintain MCP (Model Context Protocol) servers that connect AI systems to internal tools and data sources, including scoping access, managing credentials, and troubleshooting integrations. Enable and manage AI features within existing SaaS platforms (e.g., Atlassian Rovo, Slack AI, Okta AI, ChatGPT, Google Gemini), working with vendors and internal stakeholders to configure, roll out, and govern usage. Provision and support AI agent infrastructure: service accounts, API key management, permissions scoping, rate limit monitoring, and access auditing for agents operating across internal systems. Support the deployment and lifecycle management of AI solutions. Heavy importance on project/process management and communication skills for scoping calls, stakeholder meetings, and demo-style calls. Maintain documentation for all AI integrations, including architecture diagrams, access maps, runbooks, and troubleshooting guides. Stay current on the AI tooling ecosystem and proactively identify tools or integrations that could benefit the IT team or the broader organization. System Administration and Maintenance Support the administration of UserTesting’s IT systems and SaaS toolset across the organization. Become a subject matter expert for AI-enabled platforms, integrations, and supporting infrastructure. Maintain assigned platforms through onboarding, offboarding, access management, feature rollouts, system cleanups, and lifecycle reviews. Identify, prioritize, and address technical debt across IT systems, workflows, and integrations. Partner with other IT System Administrators to improve reliability, automation, documentation, and supportability. Support & Collaboration Act as an escalation point for complex ITSM issues for the IT support team. Collaborate with cross-functional teams (Security, People Ops, Engineering, etc) to improve onboarding/offboarding, lifecycle processes, and AI tool adoption. Document procedures, system changes, and troubleshooting workflows. Job Description The IT team at UserTesting manages company-wide systems and serves as an integration, automation, and support layer for the company’s many technology initiatives. This role extends that mission into the AI space. An ideal candidate is someone who can seamlessly transition between managing existing infrastructure and configuring AI tools and systems like custom MCPs and complex agent based solutions. The person in this role doesn’t need to be a traditional developer, but must be comfortable working in technical environments: reading API documentation, managing credentials and service accounts, troubleshooting connectivity between systems, writing scripts to automate routine work, and thinking critically about how AI tools interact with the rest of the company s tech stack. Role Requirements Able to work Monday through Friday in the US Eastern or Central time zones. 5 years of experience with enterprise IT systems in a system administrator capacity.Hands-on experience with MCP server setup and management, AI agent deployment, AI feature configuration within enterprise SaaS tools. Familiarity with scripting & automation technologies in Python and/or Bash, with working knowledge of Git for version control and JSON/YAML for config and API work. Familiarity with containerization (Docker), including running and troubleshooting containerized services — experience with MCP servers or similar tooling a plus. Familiarity with API-based integrations — managing keys, scoping permissions, reading docs, and troubleshooting connectivity issues. Ability to work in a Kanban-style environment, managing due dates, new tasks, and tech debt effectively. Ability to train and mentor IT Support staff on ITSM practices as they apply to your role and function. Familiarity with IDP tools like Okta, as well as the concepts of OAuth and SSO from an IT perspective. Certifications in AI platforms are a plus (e.g., AWS, Google Cloud, Anthropic), but demonstrated hands-on experience is valued more highly, be prepared to explain this experience with real world examples. Ability to learn in a constantly shifting environment. We will do our best to manage processes, but the field of AI is new and growing. Change is unavoidable. Don’t meet every single requirement but excited about the role? We encourage you to apply. Research shows that some candidates are less likely to apply unless they meet 100% of the qualifications—but you may be exactly who we’re looking for. Diverse perspectives drive innovation, and we’re committed to building a team with a wide range of backgrounds, experiences, and skills. Application Process Meet with a Recruiter Meet the Hiring Manager Participate in a Panel Interview Final Interview (if applicable) Offer Stage Accommodations At UserTesting, we’re committed to creating inclusive and accessible experiences for all candidates. We believe diverse perspectives are essential to building exceptional products and experiences. If you require accommodations or would like us to tailor the interview process to better meet your needs, please contact us at talentexperience usertesting.com . UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.

Requirements

Must-haves

We’re UserTesting—the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback.
Let’s build experiences people love—together.
AI Enablement & Infrastructure
Set up, configure, and maintain MCP (Model Context Protocol) servers that connect AI systems to internal tools and data sources, including scoping access, managing credentials, and troubleshooting integrations.
Enable and manage AI features within existing SaaS platforms (e.g., Atlassian Rovo, Slack AI, Okta AI, ChatGPT, Google Gemini), working with vendors and internal stakeholders to configure, roll out, and govern usage.
Provision and support AI agent infrastructure: service accounts, API key management, permissions scoping, rate limit monitoring, and access auditing for agents operating across internal systems.
Support the deployment and lifecycle management of AI solutions.
Heavy importance on project/process management and communication skills for scoping calls, stakeholder meetings, and demo-style calls.
Maintain documentation for all AI integrations, including architecture diagrams, access maps, runbooks, and troubleshooting guides.
Stay current on the AI tooling ecosystem and proactively identify tools or integrations that could benefit the IT team or the broader organization.
System Administration and Maintenance
Support the administration of UserTesting’s IT systems and SaaS toolset across the organization.
Become a subject matter expert for AI-enabled platforms, integrations, and supporting infrastructure.
Maintain assigned platforms through onboarding, offboarding, access management, feature rollouts, system cleanups, and lifecycle reviews.
Identify, prioritize, and address technical debt across IT systems, workflows, and integrations.
Partner with other IT System Administrators to improve reliability, automation, documentation, and supportability.
Support & Collaboration
Act as an escalation point for complex ITSM issues for the IT support team.
Collaborate with cross-functional teams (Security, People Ops, Engineering, etc) to improve onboarding/offboarding, lifecycle processes, and AI tool adoption.
Document procedures, system changes, and troubleshooting workflows.
Role Requirements
Able to work Monday through Friday in the US Eastern or Central time zones.

Nice-to-haves

Familiarity with containerization (Docker), including running and troubleshooting containerized services — experience with MCP servers or similar tooling a plus.
Certifications in AI platforms are a plus (e.g., AWS, Google Cloud, Anthropic), but demonstrated hands-on experience is valued more highly, be prepared to explain this experience with real world examples.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

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Platform: workday
Effort: long

Benefits

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