System & Automation Specialist

Role
Summary
The Systems & Automation
Specialist owns and optimizes the organization's ticketing systems, automation
tools, and system integrations. This role is responsible for reducing manual
effort, improving operational efficiency, and ensuring systems are stable,
scalable, and aligned with business processes. The Specialist works closely
with Process Analysts to automate and monitor optimized workflows.
Core Responsibilities:
Own end-to-end configuration and administration of the ticketing system, including workflows, routing rules, categories, and permissions.
Troubleshoot system issues, manage incidents, and coordinate fixes with internal teams or external vendors.
Design, build, and maintain automation workflows using tools such as Zapier, Make, HubSpot, Lark, Jira, or similar platforms.
Manage and optimize integrations between internal systems and third-party tools.
Support system upgrades, enhancements, and new tool implementations.
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