IT System Administrator – AI

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 syst