Senior Analyst, Tools and Systems Administrator
Core
Manage the implementation and innovation of tooling initiatives across Operations teams, providing comprehensive tools and admin support to global operations.
Role type
Senior Analyst, Tools and Systems Administrator
Builds
A premier suite of agent tooling for global operations teams
Domain
Digital experiences platform operations / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Zendesk administration, Absorb configuration, Qualtrics management, JIRA administration, CRM implementation, IVR system management, LMS administration, Knowledge Management tool setup, database administration, AI/LLM tool utilization, data analysis for process improvement
Preferred skills
End-to-end application implementation, instrumentation, integration, proactive problem solving, vendor onboarding/offboarding
Technologies
Zendesk, Absorb, Qualtrics, JIRA, Slack
Responsibilities
Administer and configure applications to support 24/7 operations, analyze and translate business requirements into technical requirements, support vendor team onboarding and offboarding, respond to and resolve ad-hoc tickets, proactively identify and resolve tool-related issues, maintain detailed documentation and provide regular reports
Seniority
Senior, hands-on IC
