Service Operations Automation Administrator

The Wisconsin Foundation and Alumni Association (WFAA)* the private fundraising and alumni relations organization for the University of Wisconsin-Madison is seeking a Service Operations Automation Administrator to join our Information Technology team!

The Service Operations Automation Administrator is accountable for end-to-end ownership of the Zendesk platform - configuration administration governance and continuous improvement - while also leading a measurable program of AI-enabled operational efficiencies across service delivery for the Infrastructure and Security teams. This role is also responsible for maintaining a roadmap enforcing standards optimizing workflows and partnering with stakeholders to improve agent productivity self-service and the overall end-user experience.

This role partners with other IT teams and business stakeholders to streamline intake-to-resolution processes expand knowledge management improve customer service and implement practical automation using Zendesk and approved AI platforms.

Please note: We are open to hiring for this position to work remotely with periodic travel to Madison expected throughout the year. Remote candidates must reside in one of the following states to be considered: Arizona Colorado Illinois Iowa Nebraska New Mexico New York Texas or Wisconsin.

Zendesk Platform Administrator

• Own the Zendesk product roadmap balancing usability scalability governance speed and evolving operational priorities.
• Administer and optimize all core Zendesk components including queues/views routing forms fields SLAs triggers automations macros templates roles permissions reporting and environment hygiene.
• Define and enforce standards for categorization tagging and data quality to improve triage efficiency automation effectiveness and reporting accuracy.
• Serve as the primary point of contact for platform health upgrades feature adoption vendor coordination and license and utilization management.
• Maintain platform governance and controls including role-based access data hygiene auditability and system reliability across environments and configurations.
• Ensure workflows data handling and configurations align with organizational privacy security and regulatory requirements in partnership with Security & Compliance.
• Own and enhance integrations between Zendesk and key collaboration telephony identity and business systems to ensure end-to-end visibility accurate data flow and reliable routing.
• Manage Zendesk-related vendor relationships including support escalations renewals and roadmap alignment to drive timely issue resolution and value realization.
• Design govern and continuously improve knowledge management and self-service capabilities (Zendesk Guide / Help Center) including content standards publishing workflows search optimization ticket deflection and KPI reporting.
• Define operational KPIs and build dashboards (Zendesk Explore and/or BI tools) for volume backlog health SLA attainment cycle time/aging reopen rate deflection and top ticket drivers.

Automation & AI Enablement

• Identify prioritize and deliver automation opportunities in Zendesk (triggers automations macros routing logic) and adjacent tools to reduce manual effort and increase consistency.
• Implement Zendesk AI capabilities where available (e.g. agent assist features such as ticket summaries and suggested replies; intelligent triage/categorization) with clear guardrails human-in-the-loop controls and quality validation.
• Evaluate pilot and operationalize approved AI platforms to automate repeatable operational work (ticket summarization response drafting knowledge creation workflows intake normalization) while meeting privacy security and compliance requirements.
• Maintain an automation lifecycle and backlog (intake feasibility pilot release measurement) including documentation rollback plans and training.
• Measure automation impact (hours saved deflection improved first-response/resolution time reduced reopens/escalations) and continuously iterate based on performance data.

Stakeholder Partnership Enablement & Change Management

• Partner with operational teams and business stakeholders to gather requirements translate needs into platform designs and align priorities to service outcomes.
• Lead change adoption: communications training office hours documentation and agent coaching to ensure consistent use of workflows forms and knowledge standards.
• Develop and maintain runbooks configuration documentation and playbooks for Zendesk administration release management and operational processes.
• Mentor and enable other administrators and specialists (as applicable) providing standards training and coaching to improve platform consistency and operational maturity.

Required Qualifications:

• Associate degree in Information Technology Computer Science or relative experience that provides equivalent knowledge skills or abilities.
• 7 years of experience in service operations ITSM/service desk operations customer support operations or related roles with accountability for workflow and service performance.
• 3 years of hands-on Zendesk administration (Support required; Guide and Explore strongly preferred) including configuration of ticket forms/fields views groups roles/permissions SLAs triggers automations and macros.
• Demonstrated delivery of measurable operational improvements (e.g. reduced cycle time reduced ticket volume improved SLA attainment improved deflection or first-contact resolution) using process platform and automation changes using process automation and AI.
• Strong analytical skills and comfort working with service metrics and reporting (Zendesk Explore dashboards KPI definition trend analysis and translating insights into prioritized actions).
• Proven ability to gather requirements manage a prioritized backlog and deliver enhancements with appropriate testing change control and stakeholder communication.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong communication and interpersonal skills.
• Ability to work effectively in a team environment and collaborate with cross-functional teams.
• Demonstrated aptitude for learning new technologies.
• Ability to design document and maintain effective procedures processes and automations.
• Capable of maintaining a high degree of confidentiality and responsibility regarding information related to WFAA and any affiliate organizations.

Other Qualifications

• Experience implementing AI-enabled support capabilities (e.g. agent assist ticket summarization suggested replies intelligent triage/categorization chat/virtual agent auto-knowledge suggestions) with governance and measurement.
• Experience with Zendesk integrations (APIs webhooks marketplace apps) and/or automation platforms (e.g. iPaaS Power Automate RPA) to orchestrate cross-system workflows.
• Knowledge management program ownership (governance article lifecycle content quality standards deflection measurement and continuous improvement).
• Familiarity with ITIL/ITSM concepts (incident/request/problem/change service catalog SLAs) and service operations governance.
• Certifications (nice-to-have): Zendesk Administration credentials ITIL Foundation.

At WFAA we are dedicated to creating an inspiring creative and respectful work environment for our employees. We offer competitive pay and an outstanding benefits program including a generous 10% 401k contribution after just one year of service! Join us and be part of a team that values your growth and well-being.Click hereto learn more about our employee benefits!

The Wisconsin Foundation and Alumni Association is an Equal Opportunity Employer *The Wisconsin Foundation and Alumni Association is the doing business as name of the merged organization comprising the University of Wisconsin Foundation () and the Wisconsin Alumni Association (). Its legal corporate name is registered as the University of Wisconsin Foundation.