Analyst, Tools & Systems Administration

About This RoleAI processing…

Key Responsibilities

• 1
  Administer and configure applications – including Zendesk, Absorb, Jira, and other third-party and internally developed tools – to support 24/7 operations across multiple vendor sites.
• 2
  Configure and maintain queue and routing systems that improve agent efficiency and support global operations.
• 3
  Partner with Operations, Product, and Engineering teams to translate business requirements into tooling enhancements.
• 4
  Know the basics of building and maintaining reporting dashboards that surface actionable insights for operational leadership, including agent productivity, adherence, efficiency, and site-level performance metrics.
• 5
  Create automated reporting and feedback loops that support continuous improvement across tooling and operations workflows.
• 6
  Identify, troubleshoot, and resolve tooling issues while following established incident management processes.
• 7
  Support vendor team onboarding and offboarding, including account creation, access provisioning, and setup and troubleshooting of provisioned tools.
• 8
  Maintain detailed documentation and provide regular reports on system configuration, changes, and support activities.

Requirements

• 3+ years of experience in tools and systems administration or application support, with a strong focus on end-user and agent-facing support.
• 2+ years of hands-on experience working with one or more CRM, IVR, LMS, Knowledge Management, or customer support platforms (For eg. Zendesk, Freshdesk etc).
• 2+ years of managing third-party tools and API-based workflows.
• Ability to use data to identify opportunities and support process improvements that enhance operational efficiency.
• Experience collaborating with and communicating technical information clearly to both technical and non-technical partners - including Engineering, Product, and Operations leadership.
• Experience using automation or AI-assisted tools to streamline workflows, triage issues, or improve agent efficiency.
• A Proactive Problem Solver: You proactively identify and resolve tooling issues before they impact operations.
• A Cross-Functional Communicator: You communicate effectively with technical and non-technical stakeholders.
• Customer-Focused: You treat internal agents and vendor teams as customers. You hold yourself to a high bar for their experience and resolve issues efficiently even when priorities conflict.
• Team-Oriented: You lift your peers, share documentation proactively, and strengthen the team's collective capability. You work effectively as part of a global team and adapt to flexible hours when needed.

Perks & Benefits