Support Platform Administrator
Core
Manage enterprise support platform configuration, operational workflows, reporting, and governance to ensure stability and efficiency.
Role type
Support Platform Administrator
Builds
Enterprise support operations and unified customer experience workflows
Domain
IT Service Management (ITSM) / Customer Experience Management (CXM)
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITSM platform configuration, workflow routing logic, role-based access control (RBAC), automation, reporting enablement, API integrations, database management (MongoDB, SQL Server)
Preferred skills
AI-driven routing, virtual agent configuration, Copilot integrations, system performance monitoring
Technologies
ServiceNow, Zendesk, Sprinklr, MongoDB, SQL Server
Responsibilities
Manage users, roles, and permissions for secure access; Configure queues, workflows, routing logic, and macros; Perform platform health checks and resolve configuration issues; Support dashboards and reporting; Manage API integrations, webhooks, and certificates; Maintain automation and alerting systems; Identify and enable workflow automation opportunities; Monitor AI/automation adoption and effectiveness.
Seniority
Mid-Senior, hands-on IC
