Software Administrator, Services Operations

US - MA - Boston


US - MA - Boston


Business Support, Information Technology

Rapid7 is a leading provider of security data and analytics solutions that enable organizations to implement an active, analytics-driven approach to cyber security. We combine our extensive experience in security data and analytics and deep insight into attacker behaviors and techniques to make sense of the wealth of data available to organizations about their IT environments and users. Our solutions empower organizations to prevent attacks by providing visibility into vulnerabilities and to rapidly detect compromises, respond to breaches, and correct the underlying causes of attacks. Rapid7 is trusted by more than 9100+ organizations across 125 countries, including 52% of the Fortune 100. To learn more about Rapid7 or get involved in our threat research, visit

The Rapid7 Software Administrator, Services Operations is responsible for overall tooling administration related to the PSA and workflow management for Services. This role will assist in gathering requirements, mapping out processes and building test cases, administering the solutions (FinancialForce & JIRA), and managing any associated documentation/communication/training. These activities will enable processes, reporting, and methodologies that scale for the growth of our onboarding and Services organization. This role resides in the Services Operations team, supporting several cross-functional teams such as Services, Services PMO, and IT.  This is a significant role which presents the opportunity to impact the growth and direction of the organization as we continue to scale.

In this role you will:

  • Work with Services Operations and PMO to develop new automated workflows, functional requirements, application configurations/administration, test plans, and post-deployment support activities. 

  • Design, develop, and maintain complex user roles, security, profiles, workflow rules, custom workflows, etc.  

  • Manage and implement customization requests, including JIRA workflows and automation.

  • Identify and communicate data integrity issues to the team and participate in resolution.

  • Perform mass data imports/exports using the various import tools.

  • Work with the Services PMO Manager to support and continuously improve the project automation modules within our CRM. 

  • Participate in new feature technical design, technical requirements, and implementation.

  • Identify opportunities for application optimization, redesign, or development. 

  • As needed, work with internal departments to develop reporting and dashboards.

  • Responsible for working with cross-functional teams to define, implement, and support initiatives with FinancialForce PSA. 

  • Ability to coordinate with implementation partners, IT and other internal stakeholders, and developers in providing solution suggestions and constructive feedback.

  • Train and support end users on the proper uses of the FinancialForce PSA platform.

  • Able to troubleshoot and debug system and end user errors.  

  • Work with Services Operations team to take current manual reports and automate. 

  • Ability to coordinate with Services Operations leadership to introduce automation of current services resource management process. 

  • Work with Services Operations leadership to operationalize reporting activities.

In return you will bring:

  • 1-3 years of experience in a tooling implementation and administration, reporting, and automation role.

  • Proven ability to manage high volume of activity effectively in a matrix resource environment – you get stuff done.

  • Experience prioritizing projects and effectively communicating timelines to stakeholders.

  • You like to look at things from a lot of different angles and come up with great solutions – never settling for “the path of less resistance”.

  • Experience with PSA Solutions and CRM (FinancialForce, NetSuite, and Salesforce).

  • Experience with workflow tooling (JIRA and Asana or other comparable tools with complex architecture and integration capabilities).

  • Fundamental understanding of project management methodology.

  • Experience with automating and operationalizing services reporting.

  • Strong communication skills and team-driven focus is essential as this team member will be expected to act independently, as well as collaboratively, with customers, peers, partners, and managers to ensure customer satisfaction and team goal achievement.

  • Bachelor's degree or equivalent experience.

  •  Ability to own a problem statement, work with stakeholders to formulate the solution, own requirements, execute on requirements, and document/train on new solutions. 

  • Flowcharts and process documentation knowledge.

Nice to have, but not required:

  • Experience working in a services organization within a software company, with security industry experience a bonus.

  •  Some experience with scripting languages (Python, Javascript, Googlescript) or ability to learn new languages quickly.

  • Experience with SQL/general querying.

  • Experience in building & maintaining automation across Google Suite of products (slides, document, sheets, etc).

  • Proficiency in Excel/Google Sheets.

  • #LI-CR1