Technical Systems Administrator

Technical Systems Administrator

Below is an outline of the responsibilities for the Technical System Administrator role, within Worker Operations, at Clipboard Health. The focus of this role will be managing, maintaining, and optimizing the company's technical systems, with a primary focus on Zendesk administration. This role involves overseeing tool and user access, troubleshooting system issues, and curating the backend of Zendesk administrative functions. This position requires a detail-oriented mindset, analytical skills, and to have a strong aptitude for problem-solving within system environments.

Technical Systems Administrator Responsibilities:

1. Zendesk Administration

• Configure, customize, and maintain Zendesk to meet business needs. 
• Implement workflows, automation rules, triggers, and macros to optimize user and customer experiences.
• Stay updated on new Zendesk features and continuously roll out improvements to teams.
• Create and enforce adherence to guidelines for backend infrastructure (ex. Zendesk Naming and Tagging Guidelines for Scalable CRM Management)

2. Tool and User Access Management

• Manage and oversee access to Zendesk and other integrated tools, ensuring appropriate permissions and security protocols are followed.
• Onboard and offboard users, including provisioning and deactivating system access.
• Regularly audit user access and system permissions for compliance and efficiency.
• Collaborate with PeopleOps and security teams to implement and maintain best practices for tool access management.

3. System Troubleshooting and Issue Resolution

• Act as the primary point of contact for troubleshooting technical issues within Zendesk and related systems.
• Diagnose and resolve system errors, integration failures, and performance bottlenecks.
• Work with external vendors and support teams to escalate and resolve complex issues.
• Maintain comprehensive documentation for troubleshooting procedures and resolutions.

4. Systems Optimization and Integration

• Identify opportunities to improve processes and system efficiency through automation and better workflows.
• Manage integrations between Zendesk and other applications, ensuring data consistency and functionality.
• Collaborate with stakeholders to implement system enhancements and new features.

Success Criteria:

Based on the above responsibilities, this role will be evaluated on the following criteria for success:

1. ZD Administration

• Ensure timely turn around for issues flagged (<24hrs from time of report)
• Appropriately researching and testing functions being implemented so they do not have a negative impact on any areas of the business
• Correctly moderating administration guidelines and naming conventions for maintaining a clear understanding of existing tool architecture

2. Tool & User Access Management

• Keep access roster up to date and ensure offboarding is scheduled so access can be removed at the time of separation from the company
• Weekly auditing of access lists to ensure an up to date seat count and mitigate security risks

3. Troubleshooting & Resolutions

• Correctly troubleshooting issues thoroughly before escalating them to other teams or vendors
• Effectively communicating issues to various parties and ensuring clear understanding of each situation
• Using critical thinking and probing questions to understand the root cause of issues being reported

4. System Optimization

• Proactively identifying issues and proposing resolutions before a business impact occurs
• Maintaining existing infrastructure and ensuring 
• Does monthly check ins with leadership to gauge current system pain points and areas for improvement

Must Haves:

• 2+ years experience with Zendesk administration
• 3+ years working in customer service roles (contact centers specifically)
• Proven track record of working autonomously and highly self motivated
• Extreme attention to detail and exceptional problem solving skills
• Excels in documenting processes and system architecture

Path of progression:

This role is a stepping stone towards Senior Technical Systems Administrator - This role encompasses the core tasks of a Technical Systems Administrators, with the following additional responsibilities:

• Oversee Technical System Administrators - This role will oversee daily operations of the Technical System Admins and ensure they are adhering to success criteria outlined above. They will function as the main point of contact for questions and concerns the admins have and provide direction on problem solving and upskilling the technical proficiency of the team. This includes helping hire and onboard new Technical System Administrators. 

• Improve technical architecture - They will be tasked with researching avenues to automate, improve the existing processes and technical landscape of zendesk. Including staying up to date with early access programs, attending vendor meetings and researching alternatives to increase efficiency within the tool.