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Customer (Subscriber) Support Administrators, often referred to as Administrators or simply Admins, provide critical support functions for their organization. Their knowledge of the organization and its policies and procedures, coupled with their application ownership authority, make them key resources in the design, delivery, operation, continuous improvement, and support. 

System administrative roles 
System administrative roles constitute a specific category of roles for individuals who oversee and manage various elements and functionalities within the system. They may also be a customer admin. 

The Customer Support Administrator is not a solution Administrative or Subscriber role.

Customers typically have one to five Admins, but there is no limit. The time required to perform the duties of an Admin varies by customer, with the number of applications and number of users being the main factors. The duties of an Admin can be included as part of the job description of another role within the company, but this person must have the authority to make key decisions about the application.

All duties listed below are the responsibility of the customer but may be distributed/delegated across as many Admins as the company chooses.  

Technical Account Managers (TAM)
Below is an example of how these duties could be delegated and distributed between a customer Admin and an Ideagen TAM. 

Please refer to your company's support agreement for additional details involving an Ideagen TAMs.

Main Administrator

The main point of contact (POC) and responsible for the day-to-day oversight of applications. Responsible for:

• Application design, security, and function to ensure it achieves the organization's goals
• Submitting tickets, of the proper type, as needed, when changes are required, incidents are encountered, or when an improvement idea has been suggested
• Ensuring the requirements in tickets are clear and thorough
• Tracking tickets
  • Approving the use of Support Requests in Customer Review (Legacy agreements only)
  • Approving changes to modules/applications in Customer Review, before changes are made
  • Testing and approving changes to modules/applications in Customer Verification, after the work has been completed and the changes are ready for testing in UAT
  • Determining the date and time that changes will be moved to production
  • Approving changes to modules/applications in Verification, after the changes have been moved to production
• Ticket prioritization, when more than one ticket has been submitted
• Coordinating with other departments/teams in in an organization, prioritizing tickets across the organization
• Overseeing user access control for other admins and users
  • Determining which subscriber roles Admins with the User Administration role can manage
  • Working with an Account Manager, Technical Account Manager (TAM)*, or Project Managers to determine the default roles to be applied to all users
  • Understanding the purpose of all roles, to whom they should be granted, and when
• Partnering with a Technical Account Manager (TAM)* and the business on planning continuous improvement releases
• Owning and manage reference data integrity, additions, updates, and deletions
• Leading internal recurring Technical Account Manager (TAM)* governance meetings to receive, review, screen, and approve/reject enhancement requests from users
• Relaying relevant user feedback to a Technical Account Manager (TAM)*
• Attending recurring Technical Account Manager (TAM)* account meetings
• Reviewing release notes to stay apprised of new features, bug fixes, security patches, and to ensure any scheduled changes do not conflict with planned platform upgrades
• Ensuring the end-user community is notified, in advance, of any platform or application releases, or scheduled maintenance

User Access Management
Individuals with the User Access Control Administrator (UACA) role are responsible for granting (or not granting) administrative roles to other admins. Ideagen employees do not create or modify customer accounts or reset customer account passwords.

Customers with an On-Premises Implementation

• Working with the business, IT, and Information Security to plan and coordinate platform upgrades.

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Department, Region, or Application Administrators

These admins are typically the SME (subject matter expert) or application owner for specific applications, or they oversee a department or region. 

• Serve as front-line (end-user) support for their applications, including performing initial troubleshooting and reproducing reported issues
• Answer "How" and "Why" end-user questions, such as:
  • How do I complete and advance an assignment?
  • How do I find something I worked on in the past?
  • How do I create and share a report with a notification?
  • Why must I do this? Is it a company policy?
  • Does this task align with a company procedure?
• Ensure users know that help is available
• Limited user administration, if delegated
• Receive user enhancement requests, forwarding them to the Main Administrator for inclusion in the next Technical Account Manager (TAM)* governance meeting
• Relay end-user feedback to the [Main Administrator]
• Monitor and manage tickets, if delegated
  • Create tickets, ensuring the requirements are clear and thorough
  • Approve application changes
  • Approve the use of SRs
  • Test and validate changes
• Attend recurring Technical Account Manager (TAM)* account meetings 

Technical (IT) Administrators

Provide technical support to resolve issues associated with the customer's internal systems, interfaces, and applications.

• Internal system interfaces
  • Persons and Teams
  • Organizations
  • REST API
• SSO (single sign on)
• Network and firewall
• Technical issues raised by end-users or admins
• Technical issues identified by a module developer but related to subscriber areas

Customers with an On-Premises Implementation

• Manage on-premises platform upgrades. Technical Account Managers (TAM)* can assist if needed. Depending on the amount of assistance that is required it may be necessary to deduct Support Request.