IDEXX Information Technology is seeking a Systems Administrator to manage the operational foundations and integration layers of our Enterprise AI ecosystem in IT. This role is accountable for the technical health, user lifecycle, and seamless connectivity of our Enterprise AI platforms and their associated orchestration tools.
You will be the primary operator of a unified AI environment, ensuring that 1000’s digital and human workers interact within a secure, governed, and high-performance framework. You will manage the "wrappers" that surround our AI agents, overseeing user onboarding, SSO identity integrity, and the complex connector architecture that bridges commercial AI systems with our core enterprise ISV systems and services.
This role has an operational mandate. Success is measured by:
- Platform Uptime & Connector Reliability: Seamless data flow between WebChat, AI agents and ISV systems.
- Identity Governance: 100% compliance in automated onboarding/offboarding and entitlement management.
- Deployment Velocity: Efficient validation and promotion of AI agents from development handoff to production.
- Resolution Cycle-Time: Rapid triage and recovery of Tier 2 technical and integration failures.
- Operational Efficiency: Minimal friction for both technical "Pro-Code" and business "No-Code" agent builders.
In this role, you will own...
Platform Governance & Identity Management
- Lead the administration of our Enterprise AI platforms, managing the full user lifecycle for 1000’s of business and technical employees.
- Configure and maintain SSO and Identity Management wrappers to ensure secure, role-based access to AI services.
- Execute automated onboarding/offboarding workflows, ensuring AI permissions are synchronized with our O365 and corporate directory of services (changes).
- Enforce enterprise-level security policies to prevent data leakage and ensure "least-privilege" access across the AI segment.
- Outcome: A secure, frictionless, and well-governed identity perimeter for the Enterprise AI workforce.
ISV Connectivity & Integration Architecture
- Configure, monitor, and troubleshoot enterprise connectors for key platforms such as: Salesforce (SFDC), SAP, Workday, Snowflake, Box, Atlassian and others.
- Manage API secret rotation, credentialing, and authentication tokens for all ISV-embedded AI capabilities.
- Monitor connector telemetry to identify and resolve latency or data-sync issues between core systems and the AI orchestration layer.
- Ensure the use case models have the necessary connectivity to execute cross-functional tasks.
- Outcome: Robust, high-availability systems and data connectivity that powers the "brain" of the enterprise AI.
Engineering Operations & Agent Lifecycle Support
- Partner with Enterprise AI Engineering to manage connectivity to model APIs, configurations, and endpoint deployments.
- Support the deployment and validation testing of declarative AI Agents built on our Enterprise AI systems.
- Maintain the technical environment for "task-agents" and multi-agent workflows, ensuring all skills and tools are correctly provisioned.
- Collaborate with developers to manage "Pro-code" integration hooks and support business users in "No-code" citizen-agent creation.
- Outcome: A streamlined deployment pipeline that moves AI capabilities from development to the business with zero operational drag.
Tier 2 Support & Technical Triage
- Serve as the Tier 2 escalation point for our Helpdesk team, resolving complex issues related to agent failures, system irregularities, connector timeouts, and identity conflicts.
- Translate ambiguous business user feedback into technical root-cause analysis for the Enterprise AI engineering team.
- Maintain documentation for implementation patterns, common failure modes, and recovery procedures.
- Outcome: Tight management and rapid restoration of AI services and continuous improvement of the platform’s self-healing capabilities.
What you will need to succeed…
- 3 to 5 years of experience in ISV and Software Systems administration (e.g., Salesforce Admin, SAP Basis, ServiceNow Admin, Moveworks, or UIPath).
- Bachelor’s degree in computer science, Information Technology, or experience in a related technical field is required.
- Location: We prefer local/driving distance to our HQ in Westbrook, Maine with the ability to work hybrid only 8 days per month on-site. We are also open to those in New Hampshire or Massachusetts in New England to work remotely primarily with occasional visits to our HQ.
- Deep expertise in Identity Management (Azure AD/Entra ID) and O365 integration architecture.
- Proven track record of managing enterprise-scale SaaS platforms (5,000+ seat levels).
- Experience with Hyperscaler AI Platform vendors (Google Cloud/Vertex AI, AWS/Bedrock, or Azure AI) is highly desirable.
- Systems Thinking: Ability to visualize how a change in one system (e.g., SAP) impacts AI agent performance.
- Technical Triage: Strong diagnostic skills across APIs, JSON payloads, and SSO handshakes.
- Scripting & Automation: Proficiency in Python, PowerShell, or JavaScript (Node.js) to automate administrative tasks, manage API calls, and build lifecycle "wrappers" around the AI platforms.
- Agility: Comfort working in a fast-paced "Agentic" environment where platform features evolve daily/weekly.
- Collaboration: Ability to speak the language of both the "Pro-code" AI Engineer (discussing endpoints and latency) and the "No-code" Business User (discussing workflow needs).
- Operational Rigor: A disciplined approach to change management, validation testing, and documentation.
It would be a plus if you had…
- Prior experience implementing or managing Enterprise AI platforms (e.g., Microsoft Copilot, OpenAI Enterprise, Gemini Enterprise, or similar LLM orchestration tools).
- Relevant certifications (e.g., AWS Certified CloudOps Engineer, Google Professional Cloud Engineer, Azure Solutions Architect, or Salesforce Certified Administrator) are a significant plus.
What Success Looks Like (12–18 Months)
- Automated Governance: User provisioning and ISV connector management are 95% automated via Azure/O365 integration.
- Stable Orchestration: 99.9% availability of the connector layer across internal and external systems and services.
- Seamless Scaling: Successful operational support for the full catalog of agents, tools and specialized skills across all lines of IDEXX business.
- Documented Resilience: A comprehensive operational playbook that allows the platform to scale company-wide with minimal manual intervention.
Why IDEXX?
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.
So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
Let’s pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.
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