Sr Associate, System Administrator
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Its fun to work in a company where people truly BELIEVE in what theyre doing!
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 & Customization
- 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.
- Integration Management
- Manage 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 & Training
- 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.
- Data Analysis & Reporting
- 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.
- Security & Compliance
- Implement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements (e.g. GDPR HIPAA).
- Continuous Improvement
- 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.
- Leadership & Mentorship
- 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.
Qualifications
- Bachelors 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.
Required Experience:
Senior IC
Key Skills
- Active Directory
- VMware
- Computer Networking
- Microsoft Windows Server
- Solaris
- Windows
- Linux
- SAN
- Shell Scripting
- System Administration
- Dns
- CentOS
About Company
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partner ... View more
