Service Administrator

2 weeks ago

Pasig, National Capital Region, Philippines Unison Computer Systems Full time ₱240,000 - ₱360,000 per year

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

Pay: Php20, Php30,000.00 per month

Benefits:

  • Life insurance
  • On-site parking
  • Opportunities for promotion

Application Question(s):

  • Do you have an experience using a Ticketing System Administrator (Zendesk, ServiceNow, Freshdesk, Jira, or similar)?
  • Do you have an experience using APIs, scripting languages (e.g., JavaScript, Python), or integration tools (e.g., Zapier, Workato)?
  • What is your expected salary?

Experience:

  • Service Administration: 3 years (Preferred)

Work Location: In person

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