Senior Analyst, Safety Operations Tooling

Overview

Senior Analyst, Safety Operations Tooling will own and evolve a tooling ecosystem for Roblox’s Safety, Privacy, Trust & Safety, and Support Operations teams, working at the operations/technology intersection.

What you'll do

• Administer and configure end-user tools (including Zendesk, Absorb, JIRA, and other systems) to support 24/7 operations.
• Design and implement queue and routing systems to reduce agent decision fatigue and enable quality interactions.
• Analyze business requirements and translate them into technical requirements with Operations, Product, and Engineering.
• Build and maintain reporting dashboards for agent productivity, adherence, efficiency, and site-level performance.
• Create automated reporting and feedback loops for continuous improvement.
• Identify, analyze, and resolve tool-related issues using incident management protocols.
• Support vendor onboarding/offboarding with account creation, access provisioning, and tool setup troubleshooting.

What you'll need

• 7+ years of experience in tools and systems administration with end-user/agent-facing support.
• 2+ years hands-on experience with CRM/IVR/LMS/knowledge management tools and live channel support systems (Zendesk or similar).
• 2+ years end-to-end ownership of implementation, instrumentation, and integration of front and back-office applications.
• Experience integrating third-party tools and managing API-based workflows.
• Ability to use data to lead process improvements that enhance operational efficiency.
• Experience communicating technical information clearly to technical and non-technical partners.
• Demonstrated experience using AI/LLM-based tools to automate workflows, triage issues, or improve agent efficiency.

Details

• Location: Gurugram, Haryana, India.
• Onsite schedule: office-based roles require onsite Tuesday, Wednesday, and Thursday, with optional presence Monday and Friday (unless otherwise noted).