Senior Analyst, Safety Operations Tooling

Roblox; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Roblox is seeking a Senior Analyst to own and evolve a best-in-class tooling ecosystem powering Safety, Privacy, Trust & Safety, and Support Operations. The role sits at the intersection of operations and technology, driving improvements, scaling tooling, and ensuring agents have the tools to operate safely at scale.

You will join a growing India-based team of admins, incident managers, and product support specialists, building dashboards, enabling automation, and delivering reliable tooling

Qualifications

• 7+ years of experience in tools and systems administration with end-user and agent-facing support.
• 2+ years with CRM, IVR, LMS, Knowledge Management tools and live channel support systems.
• 2+ years owning implementation, instrumentation, and integration of front/back-office apps.
• Experience integrating third-party tools and managing API-based workflows.
• Ability to use data to drive decision-making for process improvements.
• Strong communication of technical concepts to engineers and non-technical partners.
• Experience leveraging AI/LLM-based tools to automate workflows and improve agent efficiency.

Responsibilities

• Administer and configure Zendesk, Absorb, JIRA and other tools to support 24/7 operations across multi-site vendor teams.
• Design and implement queueing and routing systems to reduce agent decision fatigue.
• Translate business requirements into technical specs and coordinate with Ops, Product, and Eng teams.
• Build and maintain dashboards surfacing actionable insights for leadership and site performance.
• Create automated reporting and feedback loops for tooling and processes.
• Proactively identify and resolve tool-related issues per incident protocols.
• Manage vendor onboarding/offboarding, including account creation and access provisioning.
• Maintain documentation and provide regular system configuration reports.

Skills

Data-driven decision making

Cross-functional communication

Analytical thinking

Proactive problem solving

Customer focus

Team collaboration

Tools

Zendesk

Absorb

JIRA

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 Senior Analyst to own and evolve a best-in-class tooling ecosystem that powers Roblox's Safety, Privacy, Trust & Safety, and Support Operations teams. In this role, you will sit at the intersection of operations and technology - driving systematic improvements, scaling tooling infrastructure, and ensuring agents across global vendor sites have the tools they need to operate efficiently and safely at Roblox's scale.

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 help build a premier suite of agent tooling by managing systematic changes, identifying improvements, and delivering exceptional service to our internal customers.

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.
• Design and implement queue and routing systems that reduce agent decision fatigue, enable quality support interactions, and support seamless multi-site operations.
• Analyze and translate business requirements into technical requirements, coordinating with Operations, Product, and Engineering teams to evaluate new functionality and implement tooling improvements.
• Build and maintain 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.
• Work proactively with internal and external teams to identify, analyze, and resolve tool-related issues before they escalated - following all incident management protocols diligently.
• 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

• 7+ years of experience in tools and systems administration, with a strong focus on end-user and agent-facing support.
• 2+ years of hands-on experience with CRM, IVR, LMS, and Knowledge Management tools, live channel support systems, integrations, and database administration - with Zendesk or similar tools as the familiar platform.
• 2+ years of end-to-end ownership of implementation, instrumentation, and integration of front and back-office applications.
• Experience integrating third-party tools and managing API-based workflows.
• Ability to use data to identify and lead decision-making for process improvements that enhance operational efficiencies.
• Experience collaborating with and communicating technical information clearly to both technical and non-technical partners - including Engineering, Product, and Operations leadership.
• Demonstrated experience leveraging AI/LLM-based tools to automate workflows, triage issues, or improve agent efficiency - with an appetite to push further.

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.
• Experience with analytics and reporting tools such as Tableau, Superset, Google Analytics, or Zendesk Explore.

You Are

• Analytical & Innovative: You are energized by large, ambiguous problems. You measure both the problem and the solution before acting, and you execute creative ideas to mitigate emerging risks.
• A Proactive Problem Solver: You anticipate tooling failures before they become incidents, take decisive autonomous action, and prioritize effectively under competing demands.
• A Cross-Functional Communicator: You translate technical constraints fluently to non-technical ops partners, and translate business requirements clearly to engineering - building trust in both directions.
• 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.