Overview
Analyst, Tools & Systems Administration supports and continuously improves the tooling ecosystem for Safety, Privacy, Trust & Safety, and Support Operations.
What you'll do
- Administer and configure apps including Zendesk, Absorb, Jira, and other tools for 24/7 operations.
- Configure and maintain queue and routing systems to improve agent efficiency.
- Translate business requirements into tooling enhancements with Operations, Product, and Engineering.
- Build and maintain reporting dashboards and automated reporting/feedback loops.
- Troubleshoot and resolve tooling issues using incident management processes.
- Support vendor onboarding/offboarding with account creation, access provisioning, and tool setup.
- Maintain documentation and provide regular reports on configurations, changes, and support activity.
What you'll need
- 3+ years of experience in tools and systems administration or application support.
- 2+ years hands-on experience with CRM/IVR/LMS/Knowledge Management/customer support platforms like Zendesk/Freshdesk.
- 2+ years managing third-party tools and API-based workflows.
- Ability to use data to identify opportunities and support process improvements.
- Experience communicating technical information to technical and non-technical partners.
- Experience using automation or AI-assisted tools to streamline workflows and triage issues.
Details
- Location: Gurugram, Haryana, India.
- Work schedule aligned to 2:00 PM to 11:00 PM IST with potential rotational shifts including weekends and holidays.
- Office-based roles are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday.
Read the full description and apply on the company’s own careers page.
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