System Administrator, Zendesk

We are a dynamic and innovative technology-driven company committed to delivering exceptional customer experiences. We are seeking a talented System Administrator to join our team in Buffalo, New York and drive excellence in customer support operations.

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.

• 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.

• Manage integrations between the ticketing system and other tools (e.g., CRM, collaboration platforms, monitoring tools) to ensure seamless data flow and maximize efficiency.

• 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.

• 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.

• Implement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements (e.g., GDPR, HIPAA).

• 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.

• 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, Service Now, 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, Service Now, Jira) are a plus.