Senior Analyst, Tools and Systems Administrator

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

Job summary

A leading tech company is seeking a Senior Analyst, Tools and Systems Administrator in Gurugram, India. This role involves managing innovative tooling initiatives, administering tools like Zendesk and JIRA, and providing support for global operations. Candidates should have over 7 years of experience in tools administration and a strong customer-focused approach. The company values analytical thinkers who can proactively solve problems. Work is primarily on-site from Tuesday to Thursday with optional days on Monday and Friday.

Qualifications

• 7+ years of experience in tools and systems administration with a focus on end-user support.
• Strong analytical skills with the ability to make decisions based on data for process improvements.
• Experience with CRM, IVR, LMS, and knowledge management tools.

Responsibilities

• Administer applications to support 24/7 operations, like Zendesk.
• Translate business requirements into technical specifications.
• Support vendor onboarding and off-boarding processes.

Skills

Tools and systems administration

End-user support

CRM tools

Live channel support systems

Database administration

Tools

Zendesk

JIRA

Absorb

Qualtrics

Job description

We are seeking a highly motivated Senior Analyst, Tools and Systems Administrator to manage the implementation and innovation of tooling initiatives across our Operations teams. In this role, you will join a growing team of administrative, incident management and product support teams in India, providing comprehensive tools 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 customer service.

You Will:

• Administer and configure applications to support 24/7 operations, including Zendesk, Absorb, Qualtrics, JIRA and other 3rd party and internally developed tools.
• Analyze and translate business requirements into technical requirements, coordinating with operations teams to evaluate new functionality and implement tooling.
• Support vendor team onboarding and off-boarding, including account creation, access provisioning, and the setup and troubleshooting of provisioned tools.
• Respond to and resolve ad-hoc tickets from internal and vendor facing teams via Jira, while monitoring Slack pings, emails, and collaborating with global operational teams.
• Work proactively with internal and external teams to identify, analyze, and resolve tool‑related issues before problems arise, ensuring all incident management protocols are diligently followed.
• Maintain detailed documentation and provide regular reports on configuration, experience and support activities.

You Have:

• 7+ years of experience in tools and systems administration, focusing heavily on end-user support, alongside 2+ years of experience with CRM, IVR, LMS, Knowledge Management tools, live channel support systems, integrations, and database administration.
• 2+ years of experience owning the end-to-end implementation, instrumentation, and integration of front and back‑office applications.
• The ability to use data to identify and lead decision‑making for process improvements that enhance operational efficiencies.
• Experience collaborating and communicating technical information clearly to management, product development teams, and both technical and non-technical users.
• Leveraged AI / LLM based tools to solve complex problems.

You Are:

• Analytical & Innovative: You are excited to investigate large, ambiguous problems, measure solutions, and execute out‑of‑the‑box ideas to mitigate emerging risks.
• A Proactive Problem Solver: You anticipate potential problems, take decisive action to solve them autonomously, and prioritize effectively.
• Customer-Focused: You are passionate about delivering exceptional customer service and resolving issues efficiently while managing conflicting priorities for internal and external customers.
• Team-Oriented: You lift up your peers, work effectively as part of a global team, and are able to work flexible hours to adapt to changing priorities.

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.