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Job Description: 

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 & CustomizationConfigure 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 ManagementManage 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 & TrainingProvide 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 & ReportingBuild 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 & ComplianceImplement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements (e.g., GDPR, HIPAA).Continuous ImprovementProactively 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 & MentorshipProvide 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.

Qualifications

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.