Service Administrator
1 week ago
JOB HIGHLIGHTS
- Life Insurance Coverage upon hiring.
- Career advancement based on performance.
KEY RESPONSIBILITIES
Configuration & Customization
- Configure the ticketing system according to business requirements, including ticket forms, workflows, triggers, automations, and SLAs.
- Customize the platform to align with branding, usability, and user experience standards.
Integration Management
- Manage integrations between the ticketing system and other tools (e.g., CRM, collaboration platforms, monitoring tools) to ensure seamless data flow and maximize efficiency.
User Support & Training
- Provide support and training to end-users and stakeholders on system functionality, best practices, and troubleshooting.
- Develop documentation and training materials to support adoption and consistent usage.
Data Analysis & Reporting
- Build and maintain reports and dashboards to track key performance metrics (e.g., ticket volume, response/resolution times, customer satisfaction).
- Analyze data to identify trends, insights, and opportunities for improvement.
Security & Compliance
- Implement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements (e.g., GDPR, HIPAA).
Continuous Improvement
- Proactively identify opportunities to enhance functionality and efficiency through process improvements, automation, and system enhancements.
- Stay current with industry best practices and emerging technologies in customer support platforms.
Leadership & Mentorship
- Provide guidance and mentorship to junior administrators or support staff on system configurations, customizations, and best practices.
- Foster a culture of knowledge sharing and continuous learning within the team.
JOB REQUIREMENTS AND QUALIFICATIONS
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Proven experience as a Ticketing System Administrator (experience with platforms such as Zendesk, ServiceNow, Freshdesk, Jira Service Management, or similar).
- Strong understanding of ticketing workflows, lifecycle management, and reporting.
- Experience with APIs, scripting languages (e.g., JavaScript, Python), or integration tools (e.g., Zapier, Workato) is preferred.
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
- Platform-specific certifications (e.g., Zendesk, ServiceNow, Jira) are a plus.
Job Type: Full-time
Benefits:
- Life insurance
- On-site parking
- Opportunities for promotion
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