Job Description
- 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.
- Collaborate with Process Analysts to build dashboards, reporting pipelines, and performance tracking solutions.
- Continuously identify opportunities to reduce manual work and improve operational efficiency through automation.
- Ensure system reliability, scalability, and adherence to best practices.
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