Sr Associate System Administrator

Job Description

As a Ticketing System Administrator, you will play a critical role in configuring, maintaining, and optimizing our customer support platform to meet the needs of both customers and internal stakeholders. You will collaborate closely with cross-functional teams to implement best practices, streamline workflows, and enhance the overall efficiency of our service operations.

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.
  

• 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.