Analyst, Tools & Systems Administration

Roblox; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Roblox is seeking an Analyst to support and scale the tooling ecosystem powering Safety, Privacy, Trust & Safety, and Support Operations. The role centers on operations tooling, incident management, and admin support for global vendor sites in India.

You will work with Zendesk, Absorb, Jira, and other tools, building dashboards and automated reports to drive operational efficiency while collaborating with Engineering, Product, and Operations leadership.

Qualifications

• 3+ years of experience in tools and systems administration or application support.
• 2+ years of hands-on experience with one or more CRM, IVR, LMS, Knowledge Management, or customer support platforms (Zendesk, Freshdesk, etc).
• 2+ years of managing third-party tools and API-based workflows.
• Ability to use data to identify opportunities and support process improvements.
• Experience communicating technical information clearly to both technical and non-technical partners.
• Experience using automation or AI-assisted tools to streamline workflows.

Responsibilities

• Administer and configure applications to support 24/7 operations across multiple vendor sites.
• Configure and maintain queue and routing systems to improve agent efficiency.
• Partner with Operations, Product, and Engineering to translate requirements into tooling enhancements.
• Build reporting dashboards surface actionable insights for leadership, including productivity and site performance.
• Create automated reporting and feedback loops for tooling and workflows.
• Identify, troubleshoot, and resolve tooling issues following incident management processes.
• Support vendor onboarding and offboarding, including access provisioning and tool setup.

Skills

Tools administration

CRM experience

API workflows

Data-driven improvements

Cross-functional communication

Tools

Zendesk

Freshdesk

LMS

Google Analytics

Superset

Job description

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators.

At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there.

A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.

We are seeking a highly motivated Analyst to support and continuously improve the tooling ecosystem that powers Roblox's Safety, Privacy, Trust & Safety, and Support Operations teams. In this role, you will work at the intersection of operations and technology, helping scale tooling, improve operational workflows, and ensure agents across global vendor sites have the tools they need to operate efficiently.

You will join a growing team of administrators, incident managers, and product support specialists in India, providing comprehensive tooling and admin support to our global operations teams. You will contribute to building and maintaining a robust suite of agent tooling by supporting systematic changes, identifying improvement opportunities, and delivering exceptional service to internal stakeholders.

Work Schedule: This role is currently aligned to a 2:00 PM to 11:00 PM IST schedule. As part of supporting a 24x7 operational environment, working hours may change based on business requirements, and you should be flexible to work across rotational shifts, including weekends and holidays, as needed.

YOU WILL

• Administer and configure applications – including Zendesk, Absorb, Jira, and other third-party and internally developed tools – to support 24/7 operations across multiple vendor sites.
• Configure and maintain queue and routing systems that improve agent efficiency and support global operations.
• Partner with Operations, Product, and Engineering teams to translate business requirements into tooling enhancements.
• Know the basics of building and maintaining reporting dashboards that surface actionable insights for operational leadership, including agent productivity, adherence, efficiency, and site-level performance metrics.
• Create automated reporting and feedback loops that support continuous improvement across tooling and operations workflows.
• Identify, troubleshoot, and resolve tooling issues while following established incident management processes.
• Support vendor team onboarding and offboarding, including account creation, access provisioning, and setup and troubleshooting of provisioned tools.
• Maintain detailed documentation and provide regular reports on system configuration, changes, and support activities.

YOU HAVE

Required

• 3+ years of experience in tools and systems administration or application support, with a strong focus on end‑user and agent‑facing support.
• 2+ years of hands‑on experience working with one or more CRM, IVR, LMS, Knowledge Management, or customer support platforms (For eg. Zendesk, Freshdesk etc).
• 2+ years of managing third‑party tools and API‑based workflows.
• Ability to use data to identify opportunities and support process improvements that enhance operational efficiency.
• Experience collaborating with and communicating technical information clearly to both technical and non‑technical partners - including Engineering, Product, and Operations leadership.
• Experience using automation or AI‑assisted tools to streamline workflows, triage issues, or improve agent efficiency.

Preferred

• Experience working in Trust & Safety, Content Moderation, or Customer Support environments.
• Familiarity with agile methodologies and experience adapting in a fast‑paced, cross‑functional environment.
• Exposure to analytics and reporting tools such as Superset, Google Analytics, or Zendesk Explore.

YOU ARE

• A Proactive Problem Solver: You proactively identify and resolve tooling issues before they impact operations.
• A Cross-Functional Communicator: You communicate effectively with technical and non-technical stakeholders.
• Customer-Focused: You treat internal agents and vendor teams as customers. You hold yourself to a high bar for their experience and resolve issues efficiently even when priorities conflict.
• Team-Oriented: You lift your peers, share documentation proactively, and strengthen the team's collective capability. You work effectively as part of a global team and adapt to flexible hours when needed.

Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted).

Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process.

For US based roles only, please note the Company may not be able to employ candidates for this role who have United States work authorization related to certain U.S. visa categories, or support future H-1B sponsorship at this time.