Senior Analyst, Tools and Systems Administrator

We are seeking a highly motivated Senior Analyst, Tools and Systems Administrator to manage the implementation and innovation of tooling initiatives across our Operations teams. In this role, you will join a growing team of administrative, incident management and product support teams in India, providing comprehensive tools and admin support to our global operations teams. You will help build a premier suite of agent tooling by managing systematic changes, identifying improvements, and delivering exceptional customer service.

You Will:

• Administer and configure applications to support 24/7 operations, including Zendesk, Absorb, Qualtrics, JIRA and other 3rd party and internally developed tools.
• Analyze and translate business requirements into technical requirements, coordinating with operations teams to evaluate new functionality and implement tooling.
• Support vendor team onboarding and off-boarding, including account creation, access provisioning, and the setup and troubleshooting of provisioned tools.
• Respond to and resolve ad-hoc tickets from internal and vendor facing teams via Jira, while monitoring Slack pings, emails, and collaborating with global operational teams.
• Work proactively with internal and external teams to identify, analyze, and resolve tool-related issues before problems arise, ensuring all incident management protocols are diligently followed.
• Maintain detailed documentation and provide regular reports on configuration, experience and support activities.

You Have:

• 7+ years of experience in tools and systems administration, focusing heavily on end-user support, alongside 2+ years of experience with CRM, IVR, LMS, Knowledge Management tools, live channel support systems, integrations, and database administration.
• 2+ years of experience owning the end-to-end implementation, instrumentation, and integration of front and back-office applications.
• The ability to use data to identify and lead decision-making for process improvements that enhance operational efficiencies.
• Experience collaborating and communicating technical information clearly to management, product development teams, and both technical and non-technical users.
• Leveraged AI / LLM based tools to solve complex problems.

You Are:

• Analytical & Innovative: You are excited to investigate large, ambiguous problems, measure solutions, and execute out-of-the-box ideas to mitigate emerging risks.
• A Proactive Problem Solver: You anticipate potential problems, take decisive action to solve them autonomously, and prioritize effectively.
• Customer-Focused: You are passionate about delivering exceptional customer service and resolving issues efficiently while managing conflicting priorities for internal and external customers.
• Team-Oriented: You lift up your peers, work effectively as part of a global team, and are able to work flexible hours to adapt to changing priorities.