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Tech Stack
Tools & technologiesSQLTableau
About the role
Key responsibilities & impact- Serve as a primary administrator and subject matter expert for business-critical systems, including Zendesk, Qualtrics platforms, NICE CXone, DocuSign, and related operational tools.
- Lead system implementations, enhancements, and optimization initiatives from discovery through deployment.
- Partner with Operations, Product, Engineering, Compliance, and other stakeholders to translate business needs into scalable system solutions.
- Analyze operational workflows and proactively identify opportunities to automate processes, reduce manual effort, and improve employee efficiency.
- Own complex system configurations, integrations, permissions, routing logic, and business rules.
- Develop and maintain system documentation, process maps, governance standards, and training materials.
- Design and deliver reporting, dashboards, and business insights that support operational decision-making and executive visibility.
- Investigate and resolve escalated system issues while driving root cause analysis and long-term solutions.
- Establish and monitor system performance metrics, adoption trends, and service level expectations.
- Mentor junior team members and provide guidance on business systems best practices.
- Support change management efforts and facilitate stakeholder adoption of new processes and technologies.
Requirements
What you’ll need- 4+ years of experience in business systems administration, operations technology, workforce management, business operations, or related functions.
- 2+ years of experience supporting business-critical platforms such as Zendesk, NICE CXone, Salesforce, CRM systems, or similar enterprise applications.
- Experience leading system implementations, process improvement initiatives, or cross-functional operational projects.
- Experience in financial services, fintech, SaaS, or other highly regulated industries preferred.
- Strong background in workforce management, forecasting, capacity planning, scheduling, or operational analytics preferred.
- Experience with reporting and business intelligence tools (Looker, Tableau, Sigma, SQL, Hex, etc.) is a plus.
- Experience managing system integrations, workflow automation, and business process optimization is a plus.
- Demonstrated ability to influence stakeholders and drive adoption across multiple teams.
- Bachelor's degree or equivalent professional experience.
Benefits
Comp & perks- Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
- 401(k) plan
- Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
- Grow together: Company-wide orientation for you to successfully onboard and other learning & development opportunities, including regular review cycles that feature 360-degree feedback
- Generous time off: 17 days paid time off, sick days, and 11 company holidays
- Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid, so you can focus your energy on your newest addition
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
business systems administrationsystem implementationsprocess improvementworkflow automationsystem integrationsreportingbusiness intelligencecapacity planningoperational analyticsconfiguration management
Soft Skills
stakeholder influencementoringchange managementproblem-solvingcommunicationcollaborationanalytical thinkingleadershiptrainingprocess optimization
Certifications
Bachelor's degree