Roblox7 дней назад

Analyst, Tools & Systems Administration

Зарплата не указана

РЫНОК

21 500 ₽медиана по профессии

System Analyst · 8 вакансий с указанной зарплатой

7 358половина предложений: 11 458–125 000200 000

Работодатель не указал зарплату — сравните с рынком сами.

Gurugram

Обязанности

01Administer and configure applications – including Zendesk, Absorb, Jira, and other third-party and internally developed tools – to support 24/7 operations across multiple vendor sites
02Configure and maintain queue and routing systems that improve agent efficiency and support global operations
03Partner with Operations, Product, and Engineering teams to translate business requirements into tooling enhancements
04Know 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
05Create automated reporting and feedback loops that support continuous improvement across tooling and operations workflows
06Identify, troubleshoot, and resolve tooling issues while following established incident management processes
07Support vendor team onboarding and offboarding, including account creation, access provisioning, and setup and troubleshooting of provisioned tools
08Maintain detailed documentation and provide regular reports on system configuration, changes, and support activities

013+ years of experience in tools and systems administration or application support, with a strong focus on end-user and agent-facing support
022+ years of hands-on experience working with one or more CRM, IVR, LMS, Knowledge Management, or customer support platforms (For eg. Zendesk, Freshdesk etc)
032+ years of managing third-party tools and API-based workflows
04Ability to use data to identify opportunities and support process improvements that enhance operational efficiency
05Experience collaborating with and communicating technical information clearly to both technical and non-technical partners - including Engineering, Product, and Operations leadership
06Experience using automation or AI-assisted tools to streamline workflows, triage issues, or improve agent efficiency
07Experience working in Trust & Safety, Content Moderation, or Customer Support environments
08Familiarity with agile methodologies and experience adapting in a fast-paced, cross-functional environment
09Exposure to analytics and reporting tools such as Superset, Google Analytics, or Zendesk Explore

01Work Schedule : This role is currently aligned to a 2:00 PM to 11:00 PM IST schedule
02As part of supporting a 24×7 operational environment, working hours may change based on business requirements, and you should be flexible to work across rotational shifts, including weekends and holidays, as needed
03Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday