Service Operations Automation Administrator
New
Remote candidates must reside in one of the following states to be considered: Arizona, Colorado, Illinois, Iowa, Nebraska, New Mexico, New York, Texas, or Wisconsin.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 7+ years of experience in service operations, ITSM/service desk operations, customer support operations, or related roles
- Required Skills
- Business IntelligenceDocumentationStakeholder managementZendesk
Requirements
- Associate degree in Information Technology, Computer Science, or equivalent professional experience.
- 7+ years of experience in service operations, ITSM, or customer support operations.
- 3+ years of hands-on Zendesk administration (Support required; Guide and Explore strongly preferred).
- Proven experience configuring ticket forms, fields, triggers, automations, and SLAs.
- Demonstrated ability to deliver measurable operational improvements using process automation and AI.
- Strong analytical skills with experience using service metrics, KPIs, and dashboarding tools.
- Experience gathering requirements and managing a prioritized backlog.
- Ability to design, document, and maintain effective procedures and automations.
- Aptitude for learning new technologies and ability to work in a cross-functional team.
- Ability to work under pressure and handle multiple tasks simultaneously.
Responsibilities
- Own the end-to-end Zendesk product roadmap, balancing usability, scalability, and governance.
- Administer and optimize core Zendesk components, including routing, SLAs, macros, and reporting.
- Implement and govern AI-enabled support capabilities, such as ticket summarization and intelligent triage.
- Partner with IT and business stakeholders to translate needs into platform designs and service outcomes.
- Manage Zendesk vendor relationships, renewals, and platform health.
- Develop and maintain documentation, runbooks, and playbooks for administrative and operational processes.
- Mentor other administrators and specialists to improve platform consistency and operational maturity.
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